Does anyone know how an ACD agent could be presented with two calls at the same time? Basically the agent is on a call and during that call another one comes in which causes the agent various problems. Some of them can't transfer the call and have to put the call on hold and have someone else pick up and transfer it. Others can't do anything at all. One user was logged out of her phone when another call was sent to her. She logged back in and answered the new caller, she then put them on hold to ask a supervisor a question and when she selected the line it was the first caller she thought she lost when her phone logged out.