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Cisco 642-091

642-091

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

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