I think the best bet would be to create a web site that handles this for you, then the Agent can remain on the line while this occurs.
Or, possibly, have the agent initiate a conference call to the trigger that both users are taking a part in. That way, both will hear at the same time whether or not the user/PIN were correct.
You'd need to connect to a database for the authentication.
The trouble with hanging up and having the Caller do this is, though there are ways to get the call back to that Agent, there is no way to guarantee that Agent won't take another call - unless of course, the Agent goes not ready and the call is transferred outside of the ICD - however, this will then throw the Agent Stats out of skew
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...