7.8 Disable and Enable Callback

7.8.1 Disable Callback
7.8.2 Enable Callback

(Video instructions available: Disabling and Enabling Callback)

Local administrators may temporarily disable callback for their line of business. This functionality is located in the Admin>Operating Schedules view. When callback is disabled, calls entering the call flow are not offered callback in any of the queues. Calls already in the call flow may still be offered callback.

Note	It is very important that the CallbackClosed_24X7 is added to the correct schedule group. Adding this schedule to the incorrect schedule group results in unintended outcomes, including closing the call center and clearing live calls in queue.

If callback is disabled for the remainder of the day, Income Maintenance (IM) agencies must email Jonelle Brom at Jonelle.brom@dhs.wisconsin.gov and dhsgenesysproject@dhs.wisconsin.gov indicating that your line of business has disabled callback and the reason why it was disabled.

7.8.1 Disable Callback

On the Admin section click Operating Schedules.
Enter Callback in the Search by name box to filter by the desired schedule.
Select the Callback schedule group for your line of business.
On the Callback Schedule Group page, click the Schedules tab.
In the Closed Schedules section search CallbackClosure_24X7 and select that schedule.
Click Save.
If Callback is disabled for the remainder of the day, Income Maintenance (IM) agencies must email Jonelle Brom at Jonelle.brom@dhs.wisconsin.gov and dhsgenesysproject@dhs.wisconsin.gov indicating that your line of business has disabled callback and the reason for doing so.

7.8.2 Enable Callback

When the call center is ready to begin offering callback again, local administrators must enable callback.

Repeat steps 1-4 above to navigate to the appropriate schedule group.
Click on the Delete button next to the 24X7 closed schedule added previously.
Click Save.

This page last updated in Release Number: 25-01
Release Date:04/09/2025
Effective Date: 04/09/2025