See if I can explain what happens when you make a change with Configure ICM on an Admin Workstation and you will see why your idea won't work.
As you probably know, you cannot run Configure ICM on an distributor AW if it does not have the real-time feed. You have probably seen this when the ICM services (RTDist, RTClient, UpdateAW, Logger) had not been started and you fired up the Config GUI and it hung for a minute before reporting that it could not get the real time feed.
On a client Admin Workstation it's running through the Distributor AW, and a proxy situation applies. Still, a real time feed is required.
Assuming you have the Config tool running, and you change an agent's skill group.
1. The Config tool sends the request to the DBAgent process running on the Router.
2. DBAgent confirms the user's credentials against the Domain Controller.
3. DBAgent sends the request to the Router process (rtr).
4. The rtr process informs the lgr process running on the Logger over the MDS channel.
5. The lgr updates the Central Controller Microsoft SQL database.
6. Once the change has been committed to the DB, the lgr informs the rtr that the update was successful, and now the rtr updates its in-memory config. This is done after the commit was successful - should the SQL commit have failed, the rtr config does not change.
7. The rtr process informs the DBAgent process.
8. The DBAgent updates the Config ICM gui over the real-time feed and it shows that the skill group has changed.
9. At the same time, the rtr process tells the RTServer process running on the Router to tell the Distributor AWs (you probably have two) that there has been a change to the configuration.
10. The RTDist process running on the Dist AW hears about the change and tells all RTClients that the config has changed.
11. RTDist also tells the UpdateAW process running on the Dist AW that the config has changed.
12. UpdateAW queries the Central Controller database to get the config change, and tells the lgr process running on the Dist AW.
13. The lgr process writes the data to the AW DB.
If someone opens the Config ICM tool anew they read the information from the AW database, but it was updated with the change as the last item in a complex chain.
The upshot of all this is - don't do it!!
What you want to do is upgrade to ICM 7.0 and you will get two items that will make you happy:
* a Web interface to changing skill assignments.
* the enhancement that agents don't have to log out and log back in to get calls for the new skill they were just given - it's dynamic (as it should be).
There you go - a big win for your team at the cost of an ICM upgrade. ;-)
