Can I use the same Agent for answering questions and as a phone agent?

These one agent seems to have issues doing both these things

Hi James,

Thanks for reaching out to us for help. You mentioned you are having issues with the agent for those actions. Can you explain a bit more about the issue so I can get a clearer idea of what’s happening? Is the agent not answering correctly? Is the phone agent not working at all?

Once we know more about what’s going on, we'll know how to help.