Can calls route to agents already on the telephone?

Are there conditions under which an agent can receive calls when they are on their Agent Line?  I have an agent who says she frequently receives calls while she is talking on her Agent Line and the call will then RONA.                    

Hi Over,
No, There's not way to receive a second call when are assigned by the CSQ. Maybe the agent have a personal line (Not UCCX line) to receive calls too. When a agent recieve a call it goes to Talking State so is unable to receive more calls.
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