By default, when IC receives an incoming contact (call, email, etc) from a CMS such as Genesys, Avaya, etc., the Accept button in the toolbar will blink and the agent will have to click that button to initiate the interaction.
In Maximizing Your SAP CRM Interaction Center, however, it states on page 56 that the system can be configured to either automatically accept the incoming telephone call, or to prompt the agent with blinking accept and reject buttons.
I'm trying to figure out where within SAP this option can be configured. Normally I would be able to configure such a capability within the CMS, but there is a switch limitation that prevents it in this case, so configuring SAP to automatically accept the interaction is the only option we have.
Can anyone point me to the right location to configure this?