Agent handling second incoming call

[cpoon]

Hi

The agents at this call center I'm handling are required to handle 2nd incoming call, i.e. they can place 1st call on hold. While waiting for results of 1st call to return (this is process by another backend system), the agents is required to handle 2nd incoming call.

In such scenario, the agent will login using a place with 2 DNs? In my application, I'll have 2 connection to Tserver for each DN registered under this agent? Any idea?

I'm kinda lost on how to proceed... o_O

thanks in advance,
-cp