Viking so-24 Service Manual

Telecommunication Peripheral Products

Technical Practice

SO-24

Service Observation

Unit

May 12, 1999

Add Silent Observation to Most

Phone Systems

The SO-24 Silent Service Observation unit allows
supervisors to monitor, train, motivate, even assist
sales personnel, customer service staff or
telemarketing representatives without disrupting
the activity at their work station.

Stations are monitored silently, however, a
supervisor may quickly enter the conversation by
dialing a “Q.” A cassette recorder output permits
selective recording by simply dialing a “9.”
Alternatively, all monitored conversations may be
recorded.

Each SO-24 Service Observation unit provides access to 24 analog stations or lines
simply by dialing a two-digit code from the supervisory phone. An additional SO-24
unit may be installed for larger systems.

VIKING©

http://www.Viking Electronics.com

[e-mail]

Features Applications

• Compatible with analog PABX/KSU stations

• Connect one or two SO-24’s to an unused
phone system line input or to a dedicated
single line phone

• Built-in talk assist

• Cassette recorder output

• Automatic gain control equalizes in and
outbound conversation levels

• Telemarketing Centers

• Direct Sales Outlets

• Travel Agencies

• Customer Service Departments

• Airline Employment Services

• Collection Agencies

• Credit Bureaus

• Add remote observing with a Remote Access
Device (Model RAD-AMP)

• Configurable for digital phones (requires an
extra pair of wires for each phone handset)

Sales...(715) 386 - 8861

Made in the U.S.A.

• Insurance Companies

Specifications

Power: 120V AC/12V DC 500mA, UL listed adapter provided
Dimensions: 210mm x 159mm x 45mm (8.25” x 6.25” x 1.75”)
Shipping Weight: 1.36 kg (3 lbs)
Environmental: 0° C to 32° C (32° F to 90° F) with 5% to 95%

non-condensing humidity
Connections: (1) RJ21X, (1) 3.5mm (1/8”) audio jack and cable,
(1) 2.5mm (3/32”) control jack and cable

Installation

Tape Recorder

Description

Tape Recorder/Player
DC Adapter for Tape Player

PABX/KSU Trunk Port

Observing Phone

No-KSU Phone

3/32” cable included

1/8” cable included

Recommended Radio Shack

Part Numbers

14-1115 or 14-1117

273-1802

-or-

-or-

SERVICE OBSERVING UNIT

1 2 3 4

POWER

2 Digit Codes

Switch 1 OFF

Dial

10
11
12
13
14
15
16
17
20
21
22
23
24
25
26
27
30
31
32
33
34
35
36
37

VIKING©

MODEL SO-24

VIKING ELECTRONICS, INC. HUDSON, WI 54016

Switch 1 ON

Dial

40
41
42
43
44
45
46
47
50
51
52
53
54
55
56
57
60
61
62
63
64
65
66
67

Line or
Station

1
2
3
4
5
6
7
8

9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24

Pins Color

26/1
27/2
28/3
29/4
30/5
31/6
32/7
33/8

34/9
35/10
36/11
37/12
38/13
39/14
40/15
41/16
42/17
43/18
44/19
45/20
46/21
47/22
48/23
49/24

W-BL/BL-W

W-O/O-W
W-G/G-W

W-BN/BN-W

W-S/S-W

R-BL/BL-R

R-O/O-R
R-G/G-R

R-BN/BN-R

R-S/S-R

BK-BL/BL-BK

BK-O/O-BK

BK-GN/GN-BK

BK-BN/BN-BK

BK-S/S-BK
Y-BL/BL-Y

Y-O/O-Y
Y-G/G-Y

Y-BN/BN-Y

Y-S/S-Y

V-BL/BL-V

V-O/O-V
V-G/G-V

V-BN/BN-V

25

50/25

V-S/S-V

Observing Port

A. Analog Phones

Wire the SO-24 in parallel with up to 24 C.O. lines, Centrex lines or analog PABX/KSU stations using the wiring
table above.

B. Digital Phones

The SO-24 may also be installed to monitor digital systems. This will require an extra pair of wires run to each
phone. The audio must be taken from the pair of wires going to the receiver (earpiece) for each of the stations to be
observed, using the wiring table above. Retrieve Fax Back Document 819 for more information on digital system
interfaces.

C. Expanding the SO-24

A second SO-24 can be added, allowing 48 lines/stations to be monitored from a single observing phone. Assign
the first SO-24 as the low group and the second SO-24 as the high group (see Programming). The two observing
ports may be connected in parallel.

#1 Low Group

(Dip Switch 1 OFF)

SERVICE OBSERVING UNIT

1 2 3 4

POWER

VIKING©

MODEL SO-24

VIKING ELECTRONICS, INC. HUDSON, WI 54016

#2 High Group

(Dip Switch 1 ON)

SERVICE OBSERVING UNIT

1 2 3 4

POWER

Lines 1-24 Lines 25-48

PABX/KSU
Trunk Port

V/S, S/V
From Low Group

Important: To keep polarity of balanced battery feed correct, connect V/S

from each unit together, and S/V from each unit together.

VIKING©

MODEL SO-24

VIKING ELECTRONICS, INC. HUDSON, WI 54016

Training Supervisor

V/S, S/V
From
High Group

D. Remote Access of the SO-24

The SO-24 Service Observer can be accessed remotely by using Viking’s RAD-AMP Remote Access Device. The
RAD-AMP is recommended and features amplification to increase the decibel level. For more information on the
RAD-AMP, retrieve Fax Back Documents 415.

SERVICE OBSERVING UNIT

1 2 3 4

RAD-AMP

Amplified Remote Access Device

POWER

Pins 50/25
V/S, S/V

VIKING©

MODEL SO-24

VIKING ELECTRONICS, INC. HUDSON, WI 54016

Dip Switch Settings

Programming

Switch

Number

1

2

3

4

Switch
Description

Group assignment

Talk assist volume

Record Control
Balanced Battery Feed

Adjustment

ON/OFF
OFF - Low group (1 - 24)

ON - High Group (25 - 48)
OFF - Normal voice

ON - Reduced volume
OFF - Dial “9” to record

ON - Record control automatic
OFF - Normal

ON - For break-ups

ON

OFF

1 2 3 4

1 2 3 4

SERVICE OBSERVING UNIT

1 2 3 4

POWER

VIKING©

MODEL SO-24

VIKING ELECTRONICS, INC. HUDSON, WI 54016

Operation

From the observing port, any of the 24 lines or stations can be accessed by dialing a two digit Touch Tone code.
Stations being observed are unaware that they are being monitored. Automatic gain control equalizes in and outbound
conversation levels. If assistance is required, the observer can quickly enter the conversation by dialing a Touch Tone
“Q.” An audio out jack provides a microphone level signal for a tape recorder while the record control jack provides
remote operation of the tape recorder on command. Up to 48 lines or stations may be monitored by parallel connecting
a second SO-24 to the observing port and assigning it as the high group (see Installation, section C).

A. Accessing the SO-24

The SO-24 provides balanced 12V talk battery on the observing wire pair. A manager or training supervisor may
access the SO-24 observing port from an unused trunk input on any PABX/KSU or via a dedicated Touch Tone
phone. The SO-24 may also be remotely accessed through one of Viking’s Remote Access Devices (see

Installation section D).

B. Selecting a Line or Station

Once the observing port is accessed, select any of the 24 lines or stations by dialing the two digit code assigned to
that station (see Installation chart). Nothing can be heard by the station being observed. Select another station by
dialing a “#” followed by another two digit code. You may also hang up and then re-access the observing port to dial
another two-digit code.

C. Talk Assist

Though the SO-24 monitors silently, a manager may enter the conversation to provide assistance at any time by
dialing a “Q.”

D. Tape Recorder

A remotely controllable tape recorder may be started and stopped when interfaced with the SO-24 using the
provided cables (see Installation). To start the recorder, dial a Touch Tone “9.” To stop the recorder, dial a Touch
Tone “#” or hang up.

Recommended Tape Recorders: Radio Shack #14-1150, 14-1151 or 14-1053

Product Support Line...[phone] Fax Back Line...[phone]

Due to the dynamic nature of the product design, the information contained in this document is subject to change without notice., Viking
Electronics, its affiliates and/or subsidiaries assume no responsibility for errors and/or omissions contained in this information. Revisions of
this document or new editions of it may be issued to incorporate such changes.

Fax Back Doc # 690 Printed in the U.S.A. ZF290250 Rev E