State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

4.2 Making Calls

4.2.1 Internal Calls (Genesys User to Genesys User)

4.2.1.1 Making an Internal Call

Demo Video

Making an Internal Call

Genesys users can call other Genesys users on an internal call. 

To call another Genesys user:

1. Click the Calls button in the toolbar. The Calls button is only used for internal calls. 
2. If currently On Queue, click the On Queue toggle to go Off Queue.
3. Click either the plus or dialpad button.
4. Type the user’s name. 
5. Select the user’s name from the list.
6. Click the green phone button to make the call.
7. If using an external phone line, answer the ringing external phone.
   

4.2.1.2 Ending an Internal Call

There are two end call buttons. Click either to end the call. Ending a call looks the same if using a WebRTC phone.

4.2.2 External Calls

4.2.2.1 Making an External Call

Demo Video

Making an External Call

Genesys allows users to make external calls which is also known as dialing out.

To make an external call:

1. Click the Agent Workspace button on the toolbar. If currently On Queue, click the On Queue toggle to go Off Queue.
2. Click the phone button in the Conversations pane.  

   Note	Making an external call using the Calls button in the toolbar does the following:  Sends the agent’s telephone number to the called party’s caller ID. If On Queue, the agent may receive calls from the queue. Unable to complete an automated telephonic signature.

3. In the Make Call popup, select a queue. This causes the phone number associated with the queue to show in the external party’s caller ID. Additionally, this makes other Genesys call features available, such as scripts and Automated Telephonic Signature (ATS).
4. Enter the digits using the keyboard and press the Enter key.
5. Click the green phone button to make the call.
6. If using an external phone line, answer the ringing external phone.

4.2.2.2 Ending an External Call

Click the end call button to end the call. Ending a call looks the same if using a Web RTC phone.

The after call activities timer starts when the call ends. After entering a wrap-up code, if required by the Income Maintenance (IM) agency, and completing any after call work, click Done. This stops the after call timer.

Note	If Done is not clicked following a call or after listening to a voicemail, the after call timer continues to run.

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Publication Number: P-03208