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In CRS, the supervisor desktop cannot start the VoIP Monitor Server and receives this error message: Supervisor is unable to start Monitoring device extension.

Core Issue

The agent's phone device is not associated with a VoIP Monitor Server and there is no default VoIP Monitor Server selected.


To resolve this issue, perform these steps:

  1. Select Cisco Desktop Administrator > Locations > your Cisco Customer Response Applications (CRA) Server Logical Call Center (LCC) > Enterprise Data Configuration > VoIP Monitor.

  2. Ensure that either the agent's phone device is associated with the correct VoIP Monitor or the correct VoIP Monitor Server is selected as the default VoIP Monitor.

    Note: Ensure that the correct VoIP Monitor Server is selected as the default VoIP Monitor only if it makes sense for that server to be the default. The majority of your agent phone devices need to be associated with that server.

For more information about resolving Cisco CRA and Customer Response Solutions (CRS), refer to these documents:

Problem Type

Voice applications (CRS, PA, CCM Plugins, CER, CCC, MeetingPlace, etc.)

Failure Type

Error message

Cannot start, stop, schedule, reset, power up, power down, run, initialize, open, close, activate, deactivate or load

Voice Application Errors

Supervisor is unable to start Monitoring device extension

Customer Response Solution (CRS) Version

CRS 3.x

Customer Response Solution (CRS) Applications

VoIP monitor server

Supervisor desktop

IP Contact Center (IPCC) Express (formerly IP ICD)

Cisco Agent Desktop (CAD)

Voice Applications

Customer response applications
Community Member

I have the same issue, Did you fix it? If so, please comment how you fixed...thanks