Cisco CRMI CRM Express Integration

1.

Select the answer that best describes the role of the Cisco CRM Communications Connector within the solution.

middleware application that provides productivity enhancement features by integrating Cisco CallManager Express and Microsoft CRM acts as the interface and data store for the customer records database stores customer records and causes the Microsoft CRM users PC to pop the associated customer record performs incoming call queuing and call routing component to perform screen pops

2.

How do you set the server to debug events associated to the Cisco CRM Communications Connector server software?

Open the web.config file on the Microsoft CRM server and set debugging= parameter to a specific debug level. Open the global.config file on the Microsoft CRM server and set the debugging= parameter to a specificdebug level. Using the administration configuration utility on the server, check the debugging box and select the level ofdebugging that you desire. Turn on the Cisco CRM Communications Connector debugging service on the Microsoft CRM server.

3.

Select the answer that best describes the purpose of the isv.config file on the Microsoft CRM server.

configures the dial strings and dial patterns logs warning messages sent from the Microsoft CRM Security Service allows customization of Microsoft CRM forms stores the contact record database configuration on the CRM server

4.

The Cisco CRM Communications Connector is compatible with which version of CallManager Express?

CallManager Express version 2.5 + CallManager Express version 2.1 + CallManager Express version 3.1 + CallManager Express version 1.5 +

5.

How do you debug events associated to the Cisco CRM Communications Connector client software?

Open the global.config file on the client PC in the \clientconfig folder and set the "debugging=" parameter to a specific debug level. Using the administration configuration utility on the server, check the debugging box and select the level ofdebugging you want. Using the debugging tab in the client configuration menu, select enable logging and set the level of loggingdesired. There is no debugging on the client PC; it all takes place on the Cisco CRM Communications Connectorserver software.

6.

What is the role of the Cisco TSP software installed on the client PC?

send TAPI messages to the Cisco CallManager Express when a call is placed or received provide call control messages to the Cisco CallManager monitor TAPI messages sent from the Cisco CallManager Express TSP and send them to the Cisco CRMCommunications Connector software monitors http requests sent from the Microsoft CRM Server

7.

Select the answer that best describes how you can enable the Cisco CRM Communications Connector application response and performance testing feature.

Edit the System.config file on the client PC and set the Log.Level.PerformanceTesting value=On. Edit the Web.config file on the Microsoft CRM server and set the Log.Level.PerformanceTestingvalue=Debug. Edit the System.config file on the Microsoft CRM server and set the Log.Level.PerformanceTestingvalue=On. Edit the performance.log file on the client PC and set the Performance.Test value=True.

8.

Select the answer that best describes the business benefits provided by the Click to Dial feature.

increases productivity by calling your cellular phone or pager to alert you of a new incoming call from a customer contact saves phone charges saves the user time when an outbound call is placed, by automatically dialing the customer phone number reduces the number of phone calls the agent has to make which makes happier employees

9.

How can you monitor the Telephony Applications Programming Interface (TAPI) messages being sent from the CallManager Express TAPI service provider (TSP) to the Cisco TSP client software on the Microsoft CRM client PC?

windows debugging service web browser Cisco CRM Communications Connector Troubleshooting Utility Windows debugging Cisco Systems Telephony Call Trace Utility

10.

Identify the four types of information stored within the phone call record when the Cisco CRM Communications Connector is enabled. (Choose four.)

call initiator incoming caller's credit line phone call duration direction of call duration of the phone call

Cisco CRMI CRM Express Integration

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