Page 1
SO-24A
SO-24A
Service
Observation Unit
October 24, 2002
PPrraaccttiicce
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EELLEECCOOM
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OOLLUUTTIIOONNSSFFOORRTTHHE
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SST
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EENNTTUURRY
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TECHNICAL
TECHNICAL
The SO-24A allows supervisors to silently monitor
employee phones without disrupting the activity at
their workstation. The information gathered may be
used for quality purposes, to train, motivate even
assist customer service and telemarketing representatives.
A supervisor may enter the conversation by dialing a
“✱.” A cassette recorder output permits automatic or
manual recording of conversations (see page 6,
Operation sections D and E).
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Power: 120V AC/13.8V AC 1.25mA, 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
Talk Battery: 40V DC
Connections: (1) RJ21X, (1) 3.5mm (1/8”) audio jack and cable,
(1) 2.5mm (3/32”) control jack and cable, (2) RJ-14 type multimodule interconnect and interconnect cord
AApppplliiccaattiioonns
s
SSppeecciiffiiccaattiioonns
s
The SO-24A features improved audio and can now be easily expanded to 240 stations by
installing additional 24 line units. The SO-24A can be programmed with a 2, 3 or 4 digit dial
up code to match station extension numbers (see page 6, Operation section B).
Add Silent Observation to Most
Phone Systems
• Telemarketing Centers
• Direct Sales Outlets
• Travel Agencies
• Customer Service Departments
• Airline Employment Services
• Collection Agencies
• Credit Bureaus
• Insurance Companies
FFeeaattuurrees
s
• 24 station capacity can be expanded to 240
stations at any time
• Compatible with analog PABX/KSU stations
• Configurable for digital phones (requires the
SO-24 AK and a dedicated pair of wires between
the handset and
the SO-24A)
• Monitor stations from an unused phone
system line input or to a dedicated single
line phone
• Add remote observing with a RAD-AMP Remote
Access Device
• Built-in talk assist (dial ✱)
• Dial up code can be programmed to match the
phone system’s station or extension numbers
• Cassette recorder output with automatic or Touch
Tone control
(see page 6, Operation sections D & E)
• Automatic gain control equalizes in and outbound
conversation levels
• Call progress tones for observing supervisor
?
Need More Information on the SO-24 AK?
Call (715) 386-4345 and select 819.
?
Need More Information on the RAD-AMP?
Call (715) 386-4345 and select 415.
Page 2
Row 1
Lines In
1T
1R
2T
2R
3T
3R
4T
4R
5T
5R
6T
6R
7T
7R
8T
8R
9T
9R
10T
10R
11T
11R
12T
12R
13T
13R
14T
14R
15T
15R
16T
16R
17T
17R
18T
18R
19T
19R
20T
20R
21T
21R
22T
22R
23T
23R
24T
24R
IMPORTANT: Electronic devices
are susceptible to lightning and
power station electrical surges
from both the AC outlet and the telephone
line. It is recommended that a surge protector be installed to protect against such
surges. Contact Panamax at (800) 4725555 or Electronic Specialists Inc. at (800)
225-4876.
!
Row 2
Unused
Row 3
SO-24A
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
V/S
S/V
Row 4
To Phones
1T
1R
2T
2R
3T
3R
4T
4R
5T
5R
6T
6R
7T
7R
8T
8R
9T
9R
10T
10R
11T
11R
12T
12R
13T
13R
14T
14R
15T
15R
16T
16R
17T
17R
18T
18R
19T
19R
20T
20R
21T
21R
22T
22R
23T
23R
24T
24R
25T
25R
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
Bridge Clip the
First 24 Pairs
A. Single Module Wiring
W
Wiirriinngg
User Program-
mable 2, 3 or 4
Digit Dial Up
Code
Factory
Default
2-Digit
Dial Up Code
?
Need More Information on the RAD-AMP?
Call (715) 386-4345 and select 415.
Memory
Location:
#01
#02
#03
#04
#05
#06
#07
#08
#09
#10
#11
#12
#13
#14
#15
#16
#17
#18
#19
#20
#21
#22
#23
#24
2.
24 Analog
PABX/KSU
Stations
C.O. Lines
Bridge Clip the
First 24 Pairs
Punch down the SO-24A in
parallel with up to 24 analog
lines or stations.
13.8V AC
Adapter
(included)
VIKING©
POWER
13.8 VAC
SERVICE OBSERVING UNIT
MODEL SO-24A
VIKING
ELECTRONICS
HUDSON, WI 54016
24 LINE
or
STATUS LED
MULTI-UNIT
COMMUNICATIONS
Punchdown Terminal
Block with Split Center
(not included)
Siemans # 566B3-50
Marconi # R66B3-50
To 24 Monitored
Stations or Phones
INPUT OUTPUT
TAPE RECORDER
CONNECTIONS
RECORD
AUDIO
CONTROL
OUT
OUT
or
Remote Access Device
MASTER
PROGRAM
RECORD CONTROL
1 2 3
ON
OFF
OFF
Unused PABX/KSU
Trunk Port
AMPLIFIED REMOTE ACCESS DEVICE
VIKING©
MODEL
RAD-A
MP
OFF ON
RAD-AMP
RJ21X
LINE / STATION CONNECTIONS
RJ21X Male Jack
(not included)
Observing
LINE IN LINE OUT
Phone
Observing
Station
Remote
Observing
Page 3
B. Multi-Module Wiring
Note: Connect OUTPUT
ports on slave modules to the
INPUT ports of the superceding SO-24A’s, continuing from
module to module to the
Master module using the supplied modular cords.
?
Need More Information on the RAD-AMP?
Call (715) 386-4345 and select 415.
IMPORTANT: Each slave
module MUST be programmed with its own unique
set of dial up codes.
?
Recommended Tape Recorders:
Radio Shack #14-1123, 14-1126 or 14-1127
3.
13.8V AC
Adapter
(included)
ON
OFF
1
VIKING©
POWER
13.8 VAC
COMMUNICATIONS
STATUS LED
MULTI-UNIT
INPUT OUTPUT
Master Module
MODEL SO-24A
VIKING
ELECTRONICS
HUDSON, WI 54016
SERVICE OBSERVING UNIT
TAPE RECORDER
CONNECTIONS
RECORD
CONTROL
24 LINE
MASTER
PROGRAM
RECORD CONTROL
1 2 3
AUDIO
ON
OUT
OUT
OFF
OFF
LINE / STATION CONNECTIONS
RJ21X
24 Analog
PABX/KSU
Stations
Punchdown Terminal
Block with Split Center
Siemans # 566B3-50
Marconi # R66B3-50
C.O. Lines
or
(not included)
To 24 Monitored
Stations or Phones
DIP Switch 1
must be ON
Master Module
13.8V AC
Adapter
(included)
RJ21X Male Jack
(not included)
(1/8" cable included)
(3/32" cable included)
Tape Recorder (not included)
Installed on Master Only
Slave Module
VIKING©
VIKING
ELECTRONICS
HUDSON, WI 54016
24 LINE
POWER
13.8 VAC
STATUS LED
MULTI-UNIT
COMMUNICATIONS
INPUT OUTPUT
SERVICE OBSERVING UNIT
TAPE RECORDER
CONNECTIONS
RECORD
CONTROL
OUT
AUDIO
1 2 3
ON
OUT
OFF
OFF
MODEL SO-24A
MASTER
PROGRAM
RECORD CONTROL
RJ21X
LINE / STATION CONNECTIONS
Bridge Clip the First 24 Pairs
Observing
Phone
Unused
PABX/KSU
Trunk Port
VIKING©
MODEL
RAD-A
Remote
OFF ON
Observing
Remote Access Device
24 Analog
PABX/KSU
Stations
C.O. Lines
AMPLIFIED REMOTE ACCESS DEVICE
MP
LINE IN LINE OUT
RAD-AMP
Pins 25 & 50
Tip (V/S) and
Ring (S/V)
or
ON
OFF
DIP Switch 1
must be OFF
Slave Module
Add up to 8 more SO-24A modules
for a total of 240 stations.
or
RJ21X Male Jack
(not included)
1
Punchdown Terminal
Block with Split Center
(not included)
Siemans # 566B3-50
Marconi # R66B3-50
Pins 25 & 50 not used
on Slave modules
To 24 Monitored
Stations or Phones
Bridge Clip the 24 Pairs
Page 4
IInnssttaallllaattiioon
n
A. Definitions
B. Assigning Modules
A SO-24A system consists of at least one Master SO-24A module, and as many as nine (9) Slave modules. Multiple
SO-24A modules are interconnected from module to module, using the supplied modular cords, daisy-chaining the
modules from INPUT to OUTPUT. If more than one SO-24 module is being installed, it will be necessary to set DIP
switch 1 to OFF on each slave module. The observing phone and optional tape recorder must be connected to the
Master module.
PPrrooggrraammmmiinng
g
A. DIP Switch Settings
Switch
1
1
2
2
3
3
ON/OFF
ON
OFF
ON
OFF
ON
OFF
Description
Master
Slave
Program Mode
Normal Operation
Record control automatic
Dial “9” to record
“66” Punchdown Terminal Block: A connection peripheral used to interface telephone lines easily.
Analog Communication: The type of communication in which a standard residential type phone may be used. The
SO-24A can monitor any analog communication path that is compatible with standard analog telecom equipment.
Dial Up Code: The 2, 3 or 4 digit Touch Tone code dialed from the observing phone to listen to a specific analog sta-
tion or line.
Digital Communication: The type of communication used on digital phone systems in which proprietary phones must
be used. The SO-24A can monitor certain digital systems. This requires the SO-24 AK and a dedicated pair of wires
between each phone and the SO-24A. The audio must be taken from the digital phone’s receiver (earpiece) for each
of the stations to be observed, following the wiring table shown in Wiring section A.
Master Module: The primary SO-24A module in a multi-unit configuration (DIP switch 1 ON) or the only module in a
single-module system.
Slave Module(s): Any module(s) in addition to the Master module, used to increase capacity (DIP switch 1 OFF).
?
Need More Information on Digital System Interfaces?
Call (715) 386-4345 and select 819.
?
Recommended Tape Recorders:
Radio Shack #14-1123, 14-1126 or 14-1127
4.
Important: Set DIP switches
before powering up the unit(s).
VIKING©
MODEL SO-24A
VIKING
ELECTRONICS
HUDSON, WI 54016
24 LINE
SERVICE OBSERVING UNIT
MASTER
PROGRAM
RECORD CONTROL
TAPE RECORDER
CONNECTIONS
RECORD
CONTROL
OUT
AUDIO
1 2 3
ON
OUT
OFF
OFF
LINE / STATION CONNECTIONS
RJ21X
Remote Controlled
Status LED
POWER
13.8 VAC
STATUS LED
MULTI-UNIT
COMMUNICATIONS
INPUT OUTPUT
Tape Recorder
(not included)
Record Control Output
(3/32" cable included)
Talk Assist
Volume Control
Observe
Volume Control
Audio Output
(1/8" cable included)
Min Max
Min Max
Master
Slave
RJ21X
1
S1
ON
1 2 3
OFF
OFF
VIKING©
STATUS LED
MULTI-UNIT
COMMUNICATIONS
INPUT OUTPUT
SERVICE OBSERVING UNIT
TAPE RECORDER
RECORD
CONTROL
POWER
13.8 VAC
CONNECTIONS
AUDIO
OUT
OUT
MODEL SO-24A
VIKING
ELECTRONICS
HUDSON, WI 54016
24 LINE
MASTER
PROGRAM
RECORD CONTROL
1 2 3
LINE / STATION CONNECTIONS
ON
OFF
OFF
RJ21X
Page 5
B. Accessing the Programming Mode
Step 1. Set DIP switch 2 to ON for the module being programmed.
Step 2. Come off-hook on the observing phone and dial a ✱.
Step 3. Two beeps will be heard. (Modules not being programmed - status LED’s will turn off)
Step 4. When finished programming, hang-up and set DIP switch 2 to OFF.
Note: For multi-module systems, program each module separately. The status LED for the module being programmed
will remain lit, while all other module’s LEDs will turn off.
C. Setting the Number of Digits (for Dial Up Codes)
The dial up codes are factory set to two digits (01-24). Each SO-24A in a multi-module configuration needs to be programmed with the same number of digits for all dial up codes. To program the number of digits, use the chart below:
To Program...
... two digit dial up codes
... three digit dial up codes
... four digit dial up codes
Step 2:
Enter digits: 2 # 00
Enter digits: 3 # 00
Enter digits: 4 # 00
Step 1:
Access Programming as shown in section B
Access Programming as shown in section B
Access Programming as shown in section B
Important: All SO-24A’s in a system MUST be programmed with the same number of dial up code digits.
D. Dial Up Codes
The SO-24A is factory set with the dial up codes for locations 1-24 factory set to 01-24. The dial up codes may be programmed to match the extension number of the line/station being observed or any other numbering scheme as long as
all access codes are the same length (see section C). Important: Each module must to be programmed with its own
unique set of dial up codes.
E. Talk Assist
The talk assist feature can be activated any time a location is being observed and a “✱” is dialed at the observing phone.
To prevent accidental talk assist, the feature may be disabled by entering ✱0 while in the programming mode (see section B). Enter
✱1 to enable talk assist.
F. Quick Programming Guide
To set dial up codes to two digits (factory setting) .........................................
To set dial up codes to three digits ................................................................
To set dial up codes to four digits ..................................................................
To program dial up codes .............................................................................
To enable talk assist option (factory setting) .................................................
To disable talk assist .....................................................................................
To set all programming features and dial up codes to factory settings .........
2
3
4
2-4 digits
✱1
✱0
###
#00
#00
#00
#01 - #24
Enter Digits
then
then
then
then
- then -
Enter Memory Location
OOppeerraattiioon
n
From the observing port, any of the stations can be accessed by dialing a programmable 2, 3 or 4 digit Touch Tone dial up
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
“
✱.” 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. Additional SO-24A’s may be used to add 24 additional stations or lines at a
time. A multi-module configuration of SO-24A’s is capable of supporting 240 lines or stations.
To Program...
...dial up code 231 for location 03
...dial up code 15 for location 15
...dial up code 2714 for location 14
Step 4:
Enter: 231 #03
Enter: 15 #15
Enter: 2714 #14
Step 3:
Select 3-digit dial up codes as
shown in Programming section C
Select 2-digit dial up codes as
shown in Programming section C
Select 4-digit dial up codes as
shown in Programming section C
To activate the tape recorder automatically when a station is being observed ...........................set DIP switch 3 to ON
Step 2:
Access Programming as
shown in section B
Access Programming as
shown in section B
Access Programming as
shown in section B
Note: Recommended Tape Recorders: Radio Shack #14-1123, 14-1126 or 14-1127.
5.
Page 6
The SO-24A may be used remotely by adding the RAD-AMP to the monitoring output. Important: When using this
combination, the SO-24A dial up codes can NOT begin with the number 7. This is because “#7” is the hang-up command for the RAD-AMP.
A. Accessing the SO-24A
The SO-24A provides balanced 40V talk battery with dial tone on the observing wire pair. A manager or training supervisor may access the SO-24A observing port dial tone from an unused trunk input on any PABX/KSU or via a dedicated Touch Tone phone. The SO-24A may also be remotely accessed through the RAD-AMP Remote Access Devices.
B. Selecting a Line or Station
Once the observing port is accessed, dial any of the twenty-four to two hundred forty lines or stations by dialing the two,
three or four digit dial up code programmed to that station (see Installation chart). Nothing can be heard by the station
being observed. Another station may be selected by dialing a “#” followed by another two, three or four digit dial up
code. You may also hang up and then re-access the observing port to dial another dial up code.
C. Talk Assist
Though the SO-24A monitors silently, a manager may enter the conversation to provide assistance at any time by dialing a “✱.” To prevent accidental interruptions, this feature may be disabled (see Programming section E).
D. Manually Controlled Tape Recording
A remotely controllable tape recorder may be started and stopped when interfaced
with the SO-24A 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.
E. Automatic Tape Recording
Set DIP switch 3 to ON (see Programming section A) and all monitored conversations will be recorded. If a multi-mod-
ule system (Master and Slaves) is installed, set DIP switch 3 on all modules to ON.
AApppplliiccaattiioonns
s
A. Remote Observing
?
Need More Information on the RAD-AMP?
Call (715) 386-4345 and select 415.
?
Need More Information on the RAD-AMP?
Call (715) 386-4345 and select 415.
F. Status LED
The status LED will turn off when a Touch Tone is present from the observing phone, and will wink once per second
while observing a station.
?
Recommended Tape Recorders:
Radio Shack #14-1123, 14-1126 or 14-1127
G. Quick Operation Guide
To select another line or station ......................................................................................................
To join conversation using talk assist feature .................................................................................
To manually start recorder ..............................................................................................................
To stop recorder .............................................................................................................................
To discontinue observing ...............................................................................................................
# + new dial up code
✱
9
# or hang up
Hang up
Enter Digits
6.
13.8V AC
Adapter
(included)
VIKING©
POWER
13.8 VAC
STATUS LED
MULTI-UNIT
COMMUNICATIONS
INPUT OUTPUT
MODEL SO-24A
VIKING
ELECTRONICS
HUDSON, WI 54016
24 LINE
SERVICE OBSERVING UNIT
MASTER
PROGRAM
TAPE RECORDER
CONNECTIONS
RECORD
CONTROL
OUT
RECORD CONTROL
1 2 3
AUDIO
ON
OUT
OFF
OFF
24 Analog
PABX/KSU
Stations
Punchdown Terminal
Block with Split Center
RJ21X
LINE / STATION CONNECTIONS
Siemans # 566B3-50
Marconi # R66B3-50
C.O. Lines
(not included)
or
To 24 Monitored
Stations or Phones
Pins 25 & 50 Tip (V/S)
Remote Observing
C.O.
Line
and Ring (S/V)
Phone
RAD-AMP
Remote Access Device
LINE OUT
LINE IN
REMOTE
SWITCH
USE ONLY LISTED
CLASS 2 POWER
SOURCE 12V DC
500mA MAXIMUM
RJ21X Male Jack
(not included)
Bridge Clip the First 24 Pairs
Page 7
B. Multiple Supervisors
If multiple simultaneous supervisors are required, parallel SO-24A’s must be installed for each additional supervisor.
?
Need More Information on the RAD-AMP?
Call (715) 386-4345 and select 415.
7.
13.8V AC
Adapter
(included)
Supervisor 1 Module
VIKING©
POWER
13.8 VAC
STATUS LED
MULTI-UNIT
COMMUNICATIONS
INPUT OUTPUT
SERVICE OBSERVING UNIT
TAPE RECORDER
CONNECTIONS
RECORD
CONTROL
OUT
MODEL SO-24A
VIKING
ELECTRONICS
HUDSON, WI 54016
24 LINE
MASTER
PROGRAM
RECORD CONTROL
1 2 3
AUDIO
ON
OUT
OFF
OFF
C.O. Lines
RJ21X
LINE / STATION CONNECTIONS
RJ21X Male Jack
(not included)
13.8V AC
Adapter
(included)
Supervisor 2 Module
VIKING©
POWER
13.8 VAC
STATUS LED
MULTI-UNIT
COMMUNICATIONS
INPUT OUTPUT
SERVICE OBSERVING UNIT
TAPE RECORDER
CONNECTIONS
RECORD
CONTROL
OUT
To 24 Monitored
Stations or Phones
MODEL SO-24A
VIKING
ELECTRONICS
HUDSON, WI 54016
24 LINE
MASTER
PROGRAM
RECORD CONTROL
1 2 3
AUDIO
ON
OUT
OFF
OFF
RJ21X
LINE / STATION CONNECTIONS
RJ21X Male Jack
(not included)
Observing
Phone
Observing
Station
24 Analog
PABX/KSU
Stations
Unused PABX/KSU
Trunk Port
Supervisor 1
or
or
Pins 25 & 50
Tip (V/S) and
Ring (S/V)
To
Bridge Clip the
First 24 Pairs Only
Punchdown Terminal
Block with Split Center
(not included)
Siemans # 566B3-50
Marconi # R66B3-50
Pins 25 & 50
Tip (V/S) and
Ring (S/V)
To
Supervisor 2
or
Observing
Phone
Unused PABX/KSU
Trunk Port
Observing
Station
Remote
Observing
RAD-A
OFF ON
MP
AMPLIFIED REMOTE ACCESS DEVICE
LINE IN LINE OUT
VIKING©
MODEL
RAD-AMP
Remote Access Device
RAD-A
OFF ON
MP
AMPLIFIED REMOTE ACCESS DEVICE
LINE IN LINE OUT
VIKING©
MODEL
RAD-AMP
Remote Access Device
Remote
Observing
Page 8
Due to the dynamic nature of the product design, the information contained in this document is subject to change without notice. Viking Electronics, and its affiliates and/or subsidiaries assume no responsibility for errors and 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
ZF301640 Rev B
Printed in the U.S.A.
PPrroodduuccttSSuuppppoorrttLLiinnee......771155..338866..8866666
6
FFaaxxBBaacckkLLiinnee......771155..338866..4433445
5
PPrrooggrraammmmiinnggGGuuiidde
e
The SO-24A comes factory programmed with two digit dial up codes for the 24 lines or station set to 01-24 to exactly match
the 24 locations 01-24. For convenience, the dial up codes may be programmed to match the extension numbers of the lines
or stations being observed. For example, to observe extension 231, simply come off hook on the observing phone and dial
231. Each module needs to be programmed with its own unique set of dial up codes. The chart below has been provided
to help manage assigning dial up codes, especially when multiple units are used in a system. Note: The number of digits
(2, 3 or 4) must be the same on ALL modules within the system.
Color
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
V/S
S/V
Pins
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
50
25
Programming
Memory Location
#01
#02
#03
#04
#05
#06
#07
#08
#09
#10
#11
#12
#13
#14
#15
#16
#17
#18
#19
#20
#21
#22
#23
#24
Module 1
“Master”
Module 2
“Slave”
Module 3
“Slave”
Module 4
“Slave”
Module 5
“Slave”
Module 6
“Slave”
Module 7
“Slave”
Module 8
“Slave”
Module 9
“Slave”
Module 10
“Slave”
Observing Trunk Port, Phone or RAD-AMP
(Wired to “Master” Only)
?
Need More Information on the RAD-AMP?
Call (715) 386-4345 and select 415.
8.
Trunk Port
-or- -or-
VIKING©
MODEL
RAD-A
MP
OFF ON
AMPLIFIED REMOTE ACCESS DEVICE
LINE IN LINE OUT
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