BCM400 Contact Center- can agents answer multiple calls?

[CJS7322]

BCM400 with 23 channel PRI

Here is the scenario:
There are (6) users out of about (20) that field most of the calls. My question is if Contact Center was installed, during peak incoming call volume, could one of those six users be on a call, place the caller on hold, and answer another inbound call? OR is an agent limited to (1) inbound caller at a time?

Any help on this would be appreciated.

Thanks,

CJS

 

[cook1082]

While on a call center call yes only one CC call at a time but they can answer while on a CC call direct dial and intercom calls too.