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Cisco 642-091 Exam Syllabus Topics:

SectionObjectives
Topic 1: Microsoft CRM Integration with Cisco IP Communications- Troubleshooting and operation
  • 1. Integration failure resolution
    • 2. Event logging and diagnostic methods
      - Desktop integration workflows
      • 1. Agent desktop integration (CAD)
        • 2. Caller information synchronization
          Topic 2: Cisco CRM Communications Connector- Configuration and deployment
          • 1. Call event configuration and routing logic
            • 2. Client configuration for CRM integration
              - Connector architecture
              • 1. CADLink intermediary function
                • 2. TAPI message handling and caller ID mapping
                  Topic 3: 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

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