Alert Instant Message

Hi All,

We are using Instant Message in SAP CRM integrated with SAP Contact Center.

The IM Icon is very small, and the agents cannot see when an IM is arriving.

Could we send IC Alert when the IM is arriving? we cannot see any information in the Contact Attached data or we don’t know which attribute on Contact Attached data can we use.

Does anyone know if it’s possible?

Best regards,