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In CRS, the supervisor desktop cannot start recording an agent's call
The agent's phone device is not associated with a VoIP Monitor Server and there is no default VoIP monitoring server selected.
To resolve this issue, perform these steps:
Select Cisco Desktop Administrator > Locations > your Cisco Customer Response Applications (CRA) Server Logical Call Center (LCC) > Enterprise Data Configuration > VoIP Monitor.
Ensure that the agent phone device is associated with the correct VoIP Monitor Server or the correct VoIP Monitor Server is selected as the default VoIP Monitor Server.
Note: Ensure that the correct VoIP Monitor Server is selected as the default VoIP Monitor Server only if it makes sense for this server to be the default. The majority of your agent phone devices need to be associated with this server.
For more information about resolving Cisco CRA and Customer Response Solutions (CRS), refer to these documents: