Nathan!  That is correct!  I put in a feature request last year for this.  To open multiple forms is completely insane.

My workaround ( ~8 hours of programming )

• UD Table called "SM Call Handler Contacts"
  • Fields that mimic HQ Contacts, plus two checkboxes: "ForCustomer" and "ForSite", and SEQ and SMCO and CALL fields  (to link it to one call in SM Call Handler)
• Tab in Call Handler named "Contacts", which shows the table mentioned above.
• Button in Call Handler named "Load Contacts" which copies the linked contacts from SM Customer and SM Service Site into SM Call Handler Contact.
• UPDATE trigger on SM Call Handler Contact that adds/removes the links to SM Customer Contact and SM Service Site Contact, based on the checkbox values "ForCustomer" and "ForSite".
• INSERT trigger on SM Call Handler Contact that first adds the new data to HQ Contact, then adds the proper links in SM Customer Contact and SM Service Site Contact.
  • (If you are doing this, be sure to put protection in place to keep the INSERT trigger from firing when the 'LOAD CONTACTS' button is used)
• No DELETE triggers, as the data is only needed while the CSR is actively using the call, and we can clean out the table periodically without issues.

What this accomplishes

While the Client Service Rep (CSR) is on the phone with a client, they can review all the contacts on file and make changes without opening multiple forms. This is a HUGE time saver, and honestly I think something like it should be part of the standard SM Call Handler.