The system will only deliver one call to an agent at a time. One way around this would be to have the agent transfer the caller to their personal extension. They answer the call on their personal extension and take another call. Since you only have 10 agents, you could easily create a button on the CAD desktop to perform the transfer.
You would need to create a hold CSQ for each agent and a script to route the call into that queue. You would then add a desktop button that did a blind transfer to the agents personal hold queue. That means a desktop layout for each agent.
Calls in the Agents Primary CSQ would need to be queued at priority 3. Calls in the Generic Eng/Spanish queue would be queued at priority 2 and calls to the agent hold queue would be initially be queued at priority 1.
When the agent pushed their call into the hold queue they would become free and get the next highest priority call waiting.
I think you would need to initially queue the call in the agents hold queue at priority 1 for say 5 seconds and then increase its priority to 4. Then if they push their second call into the hold queue the next call they should get would be the initial call they pushed in as it would now be the highest priority call waiting for them.
You may need to experiment a little with times and priorities but I can see this working for you.
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...
The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.