Phone Installation

We recommend installing the phones at least 5 business days before port. This allows sufficient time for the client to accomplish the following:

            •           Complete trainings

            •           Set up customization features

            •           Practice using the phones and software

            •           Push the port date back if any issues are found on the installation (we require at least three days notice to push a port date back)

The phones are Polycom VVX310 and 410. The phones are set up to auto-configure for the particular office they go to once they are plugged in.  They come with everything they need to get plugged in: power cable, internet cable, and pass-through functionality.  The back of the phone has two internet jacks.  The phone only needs one jack but often offices only have one internet jack per computer and it is already being used.  They can use the second slot to do a pass-through.  One cable goes from the wall to the phone and one cable goes from the phone to the computer. Our phones are Power over Ethernet (PoE) capable.  If the office is set up for PoE (switch with power injectors) they can get power through an ethernet connection.  The pass-through speed decreases to 100 megabit if they use power over ethernet.  It slows down pass-through if you use both.  

Our phone service is remotely hosted.  These phones utilize VOIP technology and therefore only require ethernet lines.  Routing takes place on our end through our servers.  As an internet-based phone system, our phones rely on the local office network to function well. There are a few things we look for in the office network, the most important being internet speeds.  Each phone individually requires 1 megabit per second download speed and 0.2 upload speed.  Please note that this a requirement only for the phones.  The internet utilization as a whole will have to be considered (i.e. patient wifi, streaming music, 3-D imaging).

We have a list of firewalls/routers that we know work well with our system and we can provide configuration guidelines for them.  Some firewalls/routers consistently cause issues or we are simply not as familiar with them. We can try to optimize them but can’t guarantee that they won’t cause some problems in the future.  There is a list of recommended firewalls/routers that can be found online at weavehelp.com/network-specs.  

Both modems and routers have the ability to regulate traffic. This may confuse network signals and can alter the flow of information on a network.  When the modem is in bridge mode, it eliminates it from network control (reducing problems).   When modems are not bridged you may have a double-NAT situation, which can produce connection problems with our phones.  (https://www.getweave.com/network-specs/network-topology) You may need to configure a static IP address to accomplish this bridged configuration.  This type of configuration may be necessary for the phones to function well.  Additionally, we would recommend having a simple or dumb switch on the network.  Smart switches have all kinds of settings that can restrict or alter network connectivity.  If the client has a managed switch, we recommend that all management settings be disengaged.  We do not provide support for these devices specifically.  Lastly, we recommend all network wiring to be at least Category 5 grade.

Common installation issues to avoid:

            •           Not enough internet drops

            •           Client needs a power strip

            •           Inadequate length of ethernet cord

            •           Bad internet drops

            •           Firewalls block the Weave software

            •           Modem is not in bridge mode

            •           DHCP is being handed out by server as well as the router (please set this to router only)

            •           Weave server is being blocked by client’s router

            •           Server firewall will not allow any access

            •           Client needs wall-mounts to hang the phones but didn't order them

            •           Client wants headsets but didn't order them

            •           Internet speeds were not fast enough with other devices on the network

            •           Client has a VLAN interfering with networking

            •           Managed switches block phone registration

            •           If call forwarding is enabled at installation, the client may not know the authorized user name and installation is delayed

Two ways to plug in Weave phones pre-port:

            •           1: Plug in Weave phones alongside client's current phonesuse their current phones for inbound calls and their Weave phones for outbound calls

            •           2: Enable forwarding from their current phone provider to the temporary number assigned to the Weave phones. Warning: Forwarding can lead to limitations depending on the LSP (Losing Service Provider)

A few things to be aware of that relate to phone lines:

Please be sure to check with offices to see if they have fax machines, credit card machines and alarms systems as the land lines they currently have are no longer usable for most of them when Weave takes over.

Fax options:

The office can choose to keep one line with their previous provider as a land line and it would likely cost about $20-40/month to keep fax capability.

The office can also convert to digital fax for $6-$15.  Other companies can take over the fax line and turn incoming faxes into attachments and pdfs that go to office via email. Outgoing faxes get scanned in and get sent out as attachments on emails.

Credit card machines:

50% of offices us a landline.  The office will need to call their merchant service provider and they might need a new credit card machine that plugs into internet.  Normally the merchant provider will give this to them at no cost.

Alarm systems:

60-70% of offices have systems that plug into landlines.  They will need to call alarm company, let them know that they are getting rid of landlines, and ask what are the options are.  There might be a fee to get it taken care of.

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