Cisco 642-091 : CRM Express lntegration

Pass 642-091 Exam Cram

Exam Code: 642-091

Exam Name: CRM Express lntegration

Updated: Sep 15, 2026

Q & A: 49 Questions and Answers

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Cisco 642-091 Exam Syllabus Topics:
SectionObjectives
Microsoft CRM Integration with Cisco IP Communications- Desktop integration workflows
  • 1. Caller information synchronization
    • 2. Agent desktop integration (CAD)
      - Troubleshooting and operation
      • 1. Event logging and diagnostic methods
        • 2. Integration failure resolution
          Cisco CRM Express Integration Concepts- CRM Express architecture and components
          • 1. Cisco Agent Desktop integration overview
            • 2. CTI-based communication mechanisms
              - Integration with Cisco Contact Center Express
              • 1. Call event handling (ringing, answer, drop)
                • 2. IPCC Express integration model
                  Cisco CRM Communications Connector- Connector architecture
                  • 1. CADLink intermediary function
                    • 2. TAPI message handling and caller ID mapping
                      - Configuration and deployment
                      • 1. Client configuration for CRM integration
                        • 2. Call event configuration and routing logic
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