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CRM Express lntegration : 642-091 Examxam Number/Code: 642-091
Exam Name: CRM Express lntegration
VUE Code: 642-091
Questions Type: Single choice, Multiple choice, Simulate,
Question Numbers of Real-exam: 45-55 questions

Exam : Microsoft 642091

Title :

CRM Express lntegration

Update : Demo

1.Select the answer that best describes the role of Microsoft CRM within the solution.
A.functions as the call queuing and call routing component to perform screen pops
B.acts as the interface and data store for the customer records database
C.performs automatic lookups of the Caller ID information sent directly from the Cisco CallManager
Express to the Microsoft CRM server
D.functions as the TAPI listener to receive new call information from Cisco CallManager Express
Correct:B
2.What information needs to be obtained from the Cisco CallManager Express in order to configure the Cisco CRM Communications Connector to function properly? (Choose two.)
A.version number of the CallManager Express
B.number of phones registered to the CallManager Express
C.total number of extensions defined on the CallManager Express
D.CallManager Express username and password associated with the CRM user’s extension
E.IP address of the CallManager Express
Correct:D E
3.Select the two answers that best describe the Screen Pop feature provided by the Cisco CRM Communications Connector. (Choose two.)
A.supports automatically popping the customer record when a customer call is internally transferred from one CRM user to another
B.opens customer account record on recipient’s PC screen as call arrives
C.provides a screen pop of the customer’s previous purchase history with the company for the agent to view
D.supports manual association of calls with new or existing account records
Correct:B D
4.Select the answer that best describes how the Cisco CRM Communications Connector handles Click to Dial outbound calls if there is more than one phone number listed for the Microsoft CRM customer contact?
A.You cannot Click to Dial if there is more than one phone number listed for the Microsoft CRM customer contact record.
B.The Cisco CRM Communications Connector pops a small GUI which asks you to choose which phone number you wish to call.
C.You select which phone number is the primary phone number for the contact? that number is the one that is called.
D.The Cisco CRM Communications Connector Click to Dial feature works only with the listed business phone number field.
Correct:B
5.What type of application programming interface (API) does the Cisco CallManager Express use
to relay caller ID and call state information to the Cisco CRM Communications Connector?
A.Transaction Tracking Response API (TTR) B.Java Telephony Programming Interface (JTAPI)
C.Cisco CallManager Express uses TAPI Lite, leveraging the TAPI service provider integrated into Cisco
IOS
D.Cisco CallManager Express uses Extended Markup Telephony Integration (EMTI)

Correct:C
6.Select the answer that best describes the business benefits provided by the Screen Pop feature. A.saves the user time when an inbound or outbound call is placed or received by automatically popping the customer service record of the employee who owns the customer case
B.automatically pops configured telemarketing scripts which allows the employee to upsell the customer
on the latest products
C.saves the user time when an inbound or outbound call is placed or received, by automatically popping the customer record and phone call record on the user’s screen
D.improves customer service by automatically popping the customers last email to the Microsoft CRM
user
Correct:C
7.Drag Drop question

Correct:
Green choice2>Yellow Choice1
Green choice1>Yellow Choice2
Green choice3>Yellow Choice3
8.Select the answer that best describes the business benefits provided by the Call Information
Capture feature.
A.captures the name of the customer from the caller ID information sent from the phone company and records it into the phone call activity record, saving the user time and eliminating incorrect entry of call information
B.accurately records call information into a phone call activity record, saving the user time and eliminating incorrect entry of call information
C.reduces the cost of the solution to the business by automatically capturing call information and alerting the business owner when employees abuse the phone system
D.increases revenue to the business by allowing the customer account record to be popped on the IP
phone display
Correct:B
9.What is stored in the CRM Services Relative URL directory?
A.Microsoft CRM customer records
B.call detail records used for tracking the duration of calls
C.files associated with the Cisco CRM Communications Connector client GUI

D.extended services configuration files
Correct:C
10.Refer to the exhibit. You are troubleshooting the Cisco CRM Communications Connector application on a client PC and you notice that the call duration is not saved as a note in the phone activity record. Select the answer that best identifies why this feature is not working.

A.LINECALLINFO_CLOSED message is missing
B.LINE_CALLSTATE_UNKNOWN shows that the state of the call is unknown therefore the call duration cannot be tracked
C.LINCALLSTATE_DISCONNECTED message is missing
D.LINE_TERMINATED message is missing
Correct:C
11.How do you configure the Cisco CRM Communications Connector to recognize internal extensions?
A.Do nothing? it recognizes internal extensions automatically. B.Use the extension configuration wizard.
C.Use the Administration Configuration utility on the server to select enable extension processing and enter the number of digits for internal extensions.
D.Use the Administration Configuration utility on the client to select enable extension processing and enter the number of digits for internal extensions.
Correct:C
12.Select the answer that correctly describes how a user associates an incoming call with an existing customer record if the caller’s phone number is not associated with the Microsoft CRM customer contact record.
A.The Cisco CRM Communications Connector software cannot associate an incoming call with an existing customer record if the caller’s phone number is not associated with a Microsoft CRM customer contact record.
B.Enter the name of the customer in the Find Customer field of the Cisco CRM Communications Connector GUI and click Find. Then click on the customer name to associate the caller with an existing customer record.

C.Enter the name of the customer in the search field of the Cisco CRM Communications Connector client
GUI and click the Search button. Then click the Create New Phone Call Record icon.
D.The Cisco CRM Communications Connector software uses an interactive voice response solution to associate an incoming call with an existing customer record.
Correct:C
13.Select the answer that best describes where you would configure the IP address of the CRM
server within the Cisco CRM Communications Connector software.
A.on the CRM tab within the Cisco CRM Communications Connector software
B.in the system.config file contained in the Connector directory
C.in the IP address field on the TAPI tab D.in the System Configuration tab Correct:A
14.Where do you configure the user preference Automatically Pop Customer Record and New
Activity Record on Unique Match?
A.in the globalconfig.xml file by setting the AutoPop setting to True
B.in the clientconfig.cfg file
C.in the isv.config file
D.on the Other tab within the Cisco CRM Communications Connector client software
Correct:D
15.Select the answer that best describes the Call Information Capture feature provided by the
Cisco CRM Communications Connector.
A.captures incoming and outgoing call information including calling number, called number, and call start and end times.
B.captures the customer name from the caller ID information sent with incoming call from the telephone company
C.captures the incoming and outgoing call information, and customer name from the caller ID information sent with the incoming call from the telephone company
D.none of the above? you have to manually input call information into the phone activity record
Correct:A
16.Select the two answers that correctly describe the functionality provided by the Call
Association feature. (Choose two.)
A.associates a phone call record with a customer record, eliminating the need for the user to browse for the correct customer record for each phone call
B.automatically associates incoming calls to the employee who owns the customer record
C.allows the Microsoft CRM user to manually associate a new incoming phone call to an existing customer record
D.associates a phone call record with the last agent who spoke with the customer
Correct:A C
17.Select the answer that best describes the Click to Dial feature provided by the Cisco CRM Communications Connector.
A.You can click the Auto Call button from within a CRM record to cause your IP phone to dial the destination phone number.
B.You can click the Dial Customer button from within a CRM record to cause your IP phone to dial the

destination phone number.
C.You can click the Call This Person button from within a CRM record to cause your IP phone to dial the destination phone number.
D.Clicking Call This Person from within a CRM record launches Microsoft Net Meeting and calls the destination phone number over the internet.
Correct:C
18.Choose the application that allows you to test functionality of the IP phone that the
CallManager Express associates to the Microsoft CRM user.
A.Microsoft Phone Dialer B.Cisco Phone Dialer C.Hyperterminal
D.Telnet
Correct:A
19.What type of TAPI implementation is used on CallManager Express 3.1?
A.JTAPI Lite B.TAPI C.JTAPI D.TAPI Lite Correct:D
20.Select the three statements that correctly describe the Call Association feature provided by the
Cisco CRM Communications Connector? (Choose three.)
A.intelligently matches incoming calls from large corporations or other customers, using a calling number mask
B.automatically associates the incoming call to the assigned Microsoft CRM user
C.automatically associates an incoming call to an open sales order record
D.supports associating the incoming call to the proper Customer Service representative automatically E.allows organizations to associate incoming or outgoing calls with a customer record, manually or automatically
F.supports multiple matched numbers for a customer record
Correct:A E F
21.Select the answer that best describes how the Automatically Pop Customer Record and New
Phone Activity Record on Unique Match works.
A.When an incoming call uniquely matches an existing customer record, the phone call record and customer record are popped onto the screen without user intervention.
B.When an incoming call matches several customer records, all customer records that match are automatically popped onto the user’s screen.
C.Incoming calls from unknown callers automatically pop a blank customer record because there was no match to an existing customer record.
D.You cannot automatically pop the customer record and new phone activity record? it is done manually.
Correct:A
22.Select the answer that best describes the role of the Cisco CRM Communications Connector within the solution.
A.middleware application that provides productivity enhancement features by integrating Cisco

CallManager Express and Microsoft CRM
B.acts as the interface and data store for the customer records database
C.stores customer records and causes the Microsoft CRM users PC to pop the associated customer record
D.performs incoming call queuing and call routing component to perform screen pops
Correct:A
23.Identify three types of data collected from the Telephony Applications Programming Interface Provider (TAPI) when the Cisco CRM Communications Connector application is enabled and running. (Choose three.)
A.caller ID
B.geographical location of the customer
C.customer name D.call start message E.call end message
F.customer account number
Correct:A D E
24.How do you set the server to debug events associated to the Cisco CRM Communications
Connector server software?
A.Open the web.config file on the Microsoft CRM server and set debugging= parameter to a specific debug level.
B.Open the global.config file on the Microsoft CRM server and set the debugging= parameter to a specific debug level.
C.Using the administration configuration utility on the server, check the debugging box and select the level of debugging that you desire.
D.Turn on the Cisco CRM Communications Connector debugging service on the Microsoft CRM server.
Correct:A
25.Select the answer that best describes the purpose of the isv.config file on the Microsoft CRM
server.
A.configures the dial strings and dial patterns
B.logs warning messages sent from the Microsoft CRM Security Service
C.allows customization of Microsoft CRM forms
D.stores the contact record database configuration on the CRM server
Correct:C
26.The Cisco CRM Communications Connector is compatible with which version of CallManager
Express?
A.CallManager Express version 2.5 + B.CallManager Express version 2.1 + C.CallManager Express version 3.1 + D.CallManager Express version 1.5 + Correct:C
27.Drag Drop question

Correct:
Green choice3>Yellow Choice1
Green choice5>Yellow Choice2
Green choice4>Yellow Choice3
Green choice2>Yellow Choice4
Green choice1>Yellow Choice5
28.How do you debug events associated to the Cisco CRM Communications Connector client software?
A.Open the global.config file on the client PC in the \clientconfig folder and set the “debugging=”
parameter to a specific debug level.
B.Using the administration configuration utility on the server, check the debugging box and select the level
of debugging you want.
C.Using the debugging tab in the client configuration menu, select enable logging and set the level of logging desired.
D.There is no debugging on the client PC? it all takes place on the Cisco CRM Communications
Connector server software.
Correct:C
29.Select the two monitored TAPI messages that allow the Cisco CRM Communications
Connector software to track the duration of the call. (Choose two.)
A.NEW_CALLDISCONNECTED B.NEW_CALLCONNECTED C.LINE_CALLSTATECONNECTED D.LINE_NEWCALLCONNECTED E.LINE_NEW CALLDISCONNECTED F.LINE_CALLSTATEDISCONNECTED Correct:C F
30.Drag Drop question

Correct:
Green choice4>Yellow Choice1
Green choice2>Yellow Choice2
Green choice6>Yellow Choice3
Green choice3>Yellow Choice4
Green choice1>Yellow Choice5
Green choice5>Yellow Choice6

“CRM Express lntegration”, also known as 642-091 exam, is a Cisco certification.
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With the complete collection of questions and answers, Pass4sure has assembled to take you through 49 Q&As to your 642-091 Exam preparation. In the 642-091 exam resources, you will cover every field and category in APE for Validating Knowledge helping to ready you for your successful Cisco Certification.
Questions and Answers : 49 Q&As
Updated: April 2nd , 2008
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The exam assesses knowledge of the Systems Engineer on the CRM Express Solution delivering easy to install integration between Cisco CallManager Express and Microsoft Customer Relationship Management (CRM) software. The exam covers the integration application, detailed information about the Cisco CRM Communications Connector, and intermediate level Cisco CallManager Express and Microsoft CRM information.

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