The multiple call handling (MCH) feature allows an ACD agent to put a call on hold and push the Auto-In or Manual-In key to take another ACD call. CMS tracks the hold state as a call state, not an agent state. This means that hold time is counted for each call. For example, an agent who places two calls on hold for 5 minutes to answer a third call accrues 10 minutes hold time for the two calls in only 5 minutes of real clock time.