Please see INC-188348 ticket for a full description of the functionality in question. If an agent declines the call in Pega call, it should go back to the call queue. However, it appears the functionality is not sending the call back to the queue, but rather it keeps ringing on the agent's desktop through Cisco Finesse. The agent then has to manually switch to the Finesse/Jabber pop up and manually decline this call. This was described in the ticket as working as designed. We do not want agents to have to use both Pega Call and Cisco Finesse separately. We are driving agents to use only Pega call to ease the burden of the multiple systems they need to engage to manage a case. We the agent declines in Pega call, it should decline both the interaction and the call - sending it back to the call queue.