Enhance MAX Agent to immediately route a contact to the next available agent when the current agent selects Decline/Ignore in the RingCentral App.

Currently, when an agent receives a contact through MAX Agent and selects Decline/Ignore in the RingCentral App, the contact remains in the refusal state until the configured MAX refusal timeout expires before it can be routed to another available agent.

The requested enhancement is for MAX Agent to recognize the agent's explicit Decline/Ignore action immediately, release the contact, and make it available for routing to the next eligible agent without waiting for the refusal timeout.

This would provide behavior similar to the customer's previous experience when using a RC Phone app (Sunset ), where declining the call resulted in the call being immediately offered to the next available agent.

https://support.ringcentral.com/article-v2/ringcentral-phone-app-end-of-life-and-end-of-support.html?brand=RingCentral&product=RingEX&language=en_US