If all agents are busy, can traffic be routed elsewhere?

[rlabutis]

I own a call center just outside Manila. We are handling inbound customer service calls for a company in the US using Five9. Our agents in the Phil. login in to an IP address and calls are routed to the agents. We often get disconnected, Five9 blames our ISP, our ISP blames Five9.
I want to know if there is another option for our client. I currently have a Vicidialer that we use for another campaign. I am considering directing the tollfree number to our Vicidialer directly and eliminate Five9. My only concern is they currently have it set up where we get all calls first. If all of our agents are busy, the calls will be directed to another center. Can I make that call distribution happen with Vicidial?
Rob

[mflorell]

Yes, we have clients doing that very thing with inbound calls.