Hi VijHyd,
I think you need to check your settings per following steps.
1. make sure you have activated all necesary SICF services mentioned in following note.
1295006 - Mandatory SICF services for IC WebClient
1115493 CRM Web UI: Mandatory SICF services for CRM framework
2.To ensure SAM is working fine check the note 828884. In addition to that you need to activate the service entries in case they are inactive as explained in the KBA note 827958. It is also very important that the communication session and the agent session can communicate if sam messaging is used especially if it is a complex system landscape where a reverse proxy is involved.
3.Please check KBA 2067835 to take the log and check if the rules are triggered.
4.Please check following note. This notes also contains an attachment to explain the exact steps about how to trigger the alert. Please make sure you have done the settings correct.
1330726 - IC Webclient Alerts FAQ Note
5.If above didn't help, then please check following KBA and let me know what kind of alert you are using. Are you using polling-free alert(User-triggered Alerts),or normal polling alert, or ABAP Push Channel alerts.
1822577 - How to set up polling free alerts to reduce network traffic
Best Regards,
Bruce