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Cisco 642-091

642-091

Exam Code: 642-091

Exam Name: CRM Express lntegration

Updated: Oct 01, 2026

Q & A: 49 Questions and Answers

642-091 Free Demo download

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Cisco 642-091 Exam Syllabus Topics:

SectionObjectives
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. Cisco Agent Desktop integration overview
        • 2. CTI-based communication mechanisms
          Microsoft CRM Integration with Cisco IP Communications- Troubleshooting and operation
          • 1. Integration failure resolution
            • 2. Event logging and diagnostic methods
              - Desktop integration workflows
              • 1. Caller information synchronization
                • 2. Agent desktop integration (CAD)
                  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

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