You can administer the Allowed with Exclusion: Service Observing field on the Feature-Related System Parameters screen to use Service Observing to listen to or record calls to a station or an agent login ID that has the Exclusion feature active.

If you administer this field as y, Communication Manager allows service observing of a station with Exclusion active by Class of Service (COS) or manual activation of the exclusion button.

If you administer this field as n, Communication Manager denies service observing of a station with Exclusion active. If an agent who is being observed presses exclusion, Communication Manager drops all bridged parties including the observer. n is the default option.