...
When an agent is in a ready state, the platform will automatically deliver any eligible interactions. If the agent is not ready for an interaction, the agent may click the release button in ContactPad rather than allow the call to ring out. Clicking Previously, clicking Release in ContactPad will would always terminate the call—whereas WebRTC users clicking Decline in WebRTC during the ringing phase will would route the call back to the queue.
Within the Spring '21 release, we aligned the two behaviors. Now during the ringing event for an inbound call, if the agent selects Decline or Release, the call is delivered back to the queue.
For information about rejecting a call in ContactPad, see How do I reject an incoming call? in Working with an inbound call.
...