The following is an overview of the process of implementing Weave:

Onboarding

The onboarding process involves two parts: software and phones. The software and phones can be installed all at once or software can be installed first and phones later after they arrive.

  • Software portion

There are two parts to the software installation.  The workstation software is public and can be downloaded from the Weave website and installed by anyone at the office, an IT professional, or a remote installation technician from Weave. The data sync app integrates the patient data into the workstation software and the onboarding team at Weave installs the data sync app on the server computer. (As a note, the onboarding team needs to install the data sync app to ensure quality, to make sure that it syncs properly and for HIPAA concerns.) Once the workstations and the phones are installed, they will be synced together.  This done using a 5 digit number that is generated in the workstation software and entered into the phone and it will connect the software with the phones. If the software is installed prior to arrival of the phones, Weave will have to assist with this process as there is a special configuration that will need to be used.  However, if phones are on site, then the office or IT group can sync them.   

  • Phone portion

Shipping time for the phones is 4-5 business days after we activate an order, but that can be expedited if necessary.  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.  

We also recommend that the office modem be bridged to the router or firewall, with that latter device receiving a public IP address in its WAN interface.  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 public 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 setting that can restrict or alter network connectivity.  If the client has a managed switch, we recommend all active management settings to be disengaged.  We do not provide support for these devices specifically.  Lastly, we recommend all network wiring to be at least Category 5 grade.

Please be 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/month.  Other companies can take over the fax line and turn incoming faxes into attachments and pdfs that go to the office via email. Outgoing faxes get scanned in and sent out as attachments on emails.

Credit card machines:

50% of offices use 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 the alarm company, let them know that they are getting rid of landlines, and ask what are the options are.  There might be a fee for this.  

The Porting Process

The porting process is essentially the most important step in the onboarding process.  This is when the customer’s phone number is transferred over to Weave.  At this point, their phones from their original provider will no longer ring and the Weave phones will then be active.  This process usually takes only 7-10 days, however we don’t schedule the date for approximately 3 weeks.  This will help to ensure all systems are installed for the customer, everything has been tested, and customer training has taken place.  The customer will not experience any downtime or loss of service during the switch. The only thing needed from the customer to initiate this process is a copy of their most recent phone bill from their phone line provider.  This document can be sent to their on-boarding representative for processing.

Customer Success

Weave has a multi-tiered customer support center for both Level 1 technical support and a Level 2 technical support team.  These teams work together to solve any technical problem across phones, software, or any product or service offered by Weave.  These teams offer telephone support Monday - Friday 6:00 AM - 6:00 PM MST.  IT Partners are able to access more advanced technical support by calling 888-579-5668 and choosing option 6.  This will route the call directly to Level 2 technical support, bypassing front-line support agents. Weave also offers after-hours, emergency customer support via e-mail at: emergencysupport@getweave.com.  Also, technical resources, tutorials, and guides are always available at www.weavehelp.com.  You are also able to chat with support representatives through that website.