Making sure your voicemail greeting provides the correct information and is setup properly can be essential as it is sometimes the first interaction your customers will have with your business. 

About Voicemail

Your office has one general voicemail box in addition to each phone having its own personal voicemail box. These voicemail greetings are controlled by the Office Hours you set in Weave.

Weave recommends that you set up the following voicemail greetings:

If your office closes for lunch, a regular staff meeting, or any other break, we also recommend setting up the following greetings:

Preparing to close the office for an upcoming holiday? Follow this checklist to prepare your office for being out. 

Before You Leave

Consider the following items to prepare for your upcoming holiday: 

• Send an email campaign to your customers to inform them of your holiday hours

• Prepare your voicemail through one of these options:
  • • Set up Holiday Voicemail/Voicemail Override
    • Update your Closed Hours Voicemail Greeting and set your Office Hours to closed for the day(s) you will be out
    • Change your Phone Tree greeting and any associated forwarding options
• Download the mobile app so you can check any text messages and voicemails while you are out of the office

When You Return

When you return, consider the following items for a smooth transition back to business:

• Turn off Holiday Voicemail/Voicemail Override
• Change your Closed Hours Voicemail Greeting back to normal
• Return your Office Hours back to normal
• Change any Phone Tree greeting back to normal

Weave's Support Hours

Please note Weave Support’s Hours of operation during the holidays will be:

After you've recorded or uploaded your voicemail greeting, the next step is to assign the greeting to the correct voicemail box so customers get the right message at the right time.

Even if you don't make it to the phone, you can still ensure your customers are getting the service they need by recording a friendly voicemail or phone tree greeting that offers helpful information.

Record or Upload Your Greeting

There are three ways to record or upload a greeting: 

Next, you'll want to Assign Your Greeting to a Voicemail Box or Phone Tree.

Download Your Greeting

If you want to have a backup on your computer of the greeting you've created, you can download the file. 

1. Log in to your Weave Portal
2. Click Phone from the left side menu
3. Select Media Library
4. Click the  Ellipses icon next to the recording you wish to download (If your screen is smaller, you may not be able to see the 3 dots. Hover your mouse at the end of the grey preview bar until you see the round button highlight and click.)
5. Click Download

Set business hours and call routing for your team and add specialized teams, such as billing, with your Main Line and Departments so customers can quickly get answers by the people trained to solve their questions. 

Make changes in response to whatever your team is facing - whether that's a change in communication strategy or inclement weather. 

Before you begin working, you'll want to make sure a few things are in place:

• Make sure your devices are correctly named
• Set up call groups 
• Add any recordings you may need to the media library 
• Create phone trees (Optional)
• Set up and edit call queues (Optional)

See more information on setting up call configurations:

Edit Your Main Line or a Separate Department

Once you have those things in place, you can start configuring your main line and any other departments in the admin portal.

1. Select Phone in the menu on the left side of your screen 
2. Click Main Line or Departments from the dropdown 
3. If you click Departments, choose which department you would like to edit or select Add Department 
4. If you added a new department, assign a name by selecting the Edit icon next to Department Title

Change Phone Number Settings

1. While editing your Main Line or a department, select the Down Arrow next to Phone Number Settings
2. Toggle on  if you would like to assign an extension number
   • If you would like to contact the department internally, toggling extension number will allow you to dial the number assigned without the full phone number. This also allows you to test the call routing before assigning a phone number.
3. Click Assign Number
4. Select the phone number you would like from the Phone Number Dropdown
5. Click Assign Number to verify
6. Click Save

Change Voicemail Box Settings

1. While editing your Main Line or a department, select the  Down Arrow next to Voicemail Box Settings 
2. Type a Voicemail Box Name in the box 

   Note: The extension to access the voicemail box from a deskphone for this department is next to the voicemail box name.

3. Type the 4-digit Pin into the text box that would be used each time you check the voicemail box (Optional)
4. Toggle on/off  if you would like the voicemail box to play the message date
5. Toggle on/off  if you would like to enable email or text notifications  
   • If you toggle on, provide an email address or phone number in the labeled text boxes and select Save. You can add multiple addresses and phone numbers.
6. Select Save Changes

Change Phone Hours

1. While editing your Main Line or a department, select the  Down Arrow next to Phone Hours & Call Routing
2. Choose the days and times this department will be open by clicking Edit Phone Hours on the right side of the screen or on the open hours that are currently set in the calendar
3. Check the box next to open days
4. Add the Start and End Times
5. Select Save 
6. Add breaks for lunch, staff meetings, or after-hour answering services by clicking Add Break on the right side of the screen

   Note: You can't have two breaks that overlap, even by a minute. If you have two breaks that line up, create one long break time. If they need different routing, change the start or end time by a minute so they no longer overlap.

7. Type a Break Name into the text box
8. Check the box next to days that need the break 
9. Add Start and End Times
10. Select Save

Turn On Override Settings

If you have a holiday coming up or need your call routing to change temporarily, you can turn on Voicemail Override or Call Forwarding.

Voicemail Override

1. While editing your Main Line or a department, select the  Down Arrow next to Phone Hours & Call Routing
2. Under Override Settings, toggle on Voicemail Override (VMO) If you would like to send calls to voicemails
3. Choose the greeting from the dropdown that should play when customers call
4. Select Save Changes at the bottom of the page

Call Forwarding

1. While editing your Main Line or a department, select the  Down Arrow next to Phone Hours & Call Routing
2. Under Override Settings, toggle on/off  Call Forwarding (FWD) if you would like to forward all calls to a different number
3. Select the number from the dropdown
4. Select Save Changes at the bottom of the page

You cannot adjust the Routing settings while Voicemail Override or Call Forwarding are toggled on.

Change Call Routing Settings

1. While editing your Main Line or a department, select the  Down Arrow next to Phone Hours & Call Routing 
2. Under routing settings, select whether you are editing the Open, Closed, or one of the breaks you added to the schedule 
3. Select whether you would like incoming calls to go through a call group, phone tree, call queue, or another routing option from the tabs across the screen

The call queue feature is a great way to manage the incoming calls from patients, clients, or customers. 

How Can Call Queues Help My Office?

If your employees find themselves experiencing an overwhelming rate of calls, voicemails, or parked calls, call queues can help you reduce the number of missed calls by answering them in an orderly manner.

Call queues also have features to ensure a better experience for your agents. 

After Call Work Time allows 5 seconds after hanging up a call to regroup before the next one comes into their phone. 

By Rejecting a Call, agents ensure their phone will not receive another call for the queue for 60 seconds. The call will reroute to another agent. 

Agents can select Do Not Disturb to take a break and stop receiving calls. This is great for lunch breaks and in-office meetings.

How Can I Start Using Call Queues?

Fill out this form to start the process of getting your call queues set up. Once that is completed, a support agent will reach out to finalize your queue in 1-3 business days.

Before you fill out the form, take a second to familiarize yourself with the options for Call Queues found in the section below.

This is a temporary solution that will be changed with upcoming updates.

How Do I Edit My Call Queues? 

After your queue has been created by a Weave representative, you can make edits through the Weave Portal

1. Head to the Weave Portal and select Phone in the left side menu
2. Click Call Queues from the dropdown menu 
3. You’ll see the name of the queue you set up with support. Click into the queue

Here you can make changes to the call queue to affect how it works and what the callers experience. The features you can customize include: 

• The name of the call queue
• Routing options
  • Choose between allowing all phones to ring at the same time with an incoming call or just the single phone that has been idle for the most amount of time
• Devices assigned to the queue
  • Choose which phones will operate on this queue from a pop-up window
  • If you have the option of Main Line or Departments in the left navigation of the Phones section in the Weave Portal, you may also assign Call Queues there
• Greeting as a caller enters the queue 
  • Upload a recorded greeting for your callers or select one from the dropdown menu
• Allowing an escape option from the queue 
  • Choose whether callers can press 0 to go to your fallback option (usually voicemail) that is set by Weave
• Hold music 
  • Choose your preferred hold music from a drop-down list
• If and how often you want the caller to hear their position in line with the position announcement
  • When you decide to have a caller's position announced, you can choose for the first announcement to occur immediately to within the first minute and the following announcements to occur anywhere between every 30 seconds to 10 minutes
• Maximum caller hold time 
  • Choose how long a caller can be on hold before they will be sent to the fallback option

When you are finished making changes, make sure to press Save.

Download and/or print the phone user guide for you Weave Phone. 

Quick Guide

This quick guide is a great go-to reference for the key functions of using your new Weave phones. We recommend printing it out to have by your desk as you get used to your new Weave phones.

View Quick Guide

Full Phone User Guide

These full user guides provide even more step by step instructions for using your new Weave phones.

Yealink Phones Polycom Phones

	Yealink T53 Instructions
	Yealink T54W Instructions
	W56H Handset Instructions (Found in W60P and W76P packages)
	Yealink T46U & T46S Instructions
	Yealink T42S Instructions
	Yealink W52P Instructions

	Polycom 450 Instructions
	Polycom 250 Instructions
	Polycom 311/411 Instructions

Listen to both general and personal voicemails remotely turning on notifications sent through text or email.

To do this: 

1. Go to the Weave Portal 
2. Select  Phone
3. Select Voicemail Boxes
4. Choose the voicemail box you want to be able to access remotely
5. Toggle on Notifications and add a preferred email and phone number
6. Select Save

Once you have signed up for Voicemail Notifications you will be sent a notification that a new message has been left.

Clicking on the hyperlink in the email or text will take you to a HIPAA secure link where you will log in to your Weave Portal with your user name and password. From here you can listen to your voicemail messages.

See below for an example: 

Tip: See Set Up Voicemail > Optional Customizations to explore other customizations you can do with voicemail. 

Knowing whether you should park, universal hold, personal hold, or local hold a call with a client and how to do these things will help you offer smooth customer service when the time comes. In this article, we'll address each hold as they relate to your Yealink and Polycom phones.

Park, or universal hold, gives all phones in your office the ability to take the call that you've put on hold.

A personal or local hold allows only your phone to access the call on hold. 

Call transfers are an excellent tool for customer service and a great way to maximize your teams' productivity. If you can connect your customers with the proper team members faster, then your people can do their jobs better.

Transfer between Multi-Office Locations

If your Weave account includes multiple locations, you can transfer calls from one location to the other. Do this by selecting Transfer and then either enter the 10-digit number for the other office or the 3-5 digit extension of the specific person in the other office.

Whether you're vacationing or out for other reasons, you can make sure your clients are still taken care of. When Call Forwarding is on, all incoming calls will be redirected to the number of your choice and will not hit your normal Voicemail or Office Hours settings. 

Desktop App Instructions

Mobile App Instructions

Listening to voicemail is likely a big part of your day, but it doesn't have to be! Explore ways to save time and return messages faster than ever with Weave. 

Listen to General Voicemail Messages

Weave provides a few different ways to listen to your voicemail greetings in your general mailbox:

Ready to install your phones? We have already tested them to make sure they are delivered to your office ready to be plugged in. Each phone will come with the following:

• (1) Power cord
• (1) Receiver cord
• (1) Ethernet cable
• (1) Receiver
• (1) Phone stand

How to install your phones

Begin by un-packing the phone and confirm that the phone has all the needed parts (see list above). Then proceed to set up the receiver:

1. Take the receiver cord and plug it into the back of the phone in the Handset port
2. Plug in the other end to the receiver and place the receiver in its cradle

Option A: plugging directly into an ethernet port

Option B: phone and computer sharing an ethernet port

Ready to install your cordless Yealink phones? Follow these instructions to get them set up.

Video Overview

Phone Parts

Your W56H Cordless Phone will come with the following parts that are needed during installation:

• W60B or W70B Base
• W56H Handset (including a battery)
• Charging dock for the W56H Handset
• Power Cord
• Ethernet Cord

Installation Instructions

1. Plug the ethernet cord into the back of your base, and then into an ethernet port on your router

2. Plug the power cord into the back of the base and then to a power outlet

3. Plug your charging dock’s USB cord into the USB Power Block, and then into a power outlet

4. Put the battery into the back of the W56H handset and put the back cover on, it will automatically turn on once the rechargeable battery is connected properly

5. Place the phone on the charging dock to charge

Once all of the lights are solid green on your base, the phone and the base will check for updates. If there is an update, the base and phone will automatically begin to update. Updates can take anywhere from 8-20 minutes.

If the handset says unregistered, follow the instructions below to register the handset.

Registering the Handset

If the handset says unregistered, you will need to manually pair the handset to the base. To pair the handset to its base station,

1. Click and hold down the Wifi symbol on your W60B base station for a few seconds until the green light next to the phone icon starts to blink
2. On your w56H handset, click on the top left soft key to select Reg to register the handset
3. If it asks for a PIN, dial 0000

Your handset will then be paired to your base. We recommend placing a test call to ensure that the phone is connected properly.

Here are the basics for connecting Weave Software to your phones.

Video overview

Follow these steps to connect software to phones. 

Sync Weave Phone to Software

1. Click Link to your Phone at the bottom of the login page of app
2. Dial the digits into your corresponding desk phone
3. Once your sync is complete, you can log back into Weave

Sync Software without a Phone

1. Click Link to your Phone at the bottom of the app's login page
2. Select Manual Setup at the bottom of the screen
3. Enter your location ID provided
4. Select Save

Troubleshooting

If your Weave software was installed before your phone system, or if you have had an interruption in your internet or power, you may need to re-sync your software to your phone at your workstation.

1. Click Link to your Phone
2. This will generate a 5 digit code for you to dial on your phone
3. Dial the 5 digit code on your Weave phone as if you were calling that number

Once you have dialed the number on your Weave phone your phones and software should be synced up.

Weave will become your phone provider. In order to keep your published phone numbers, you will need to port your phone numbers from your current provider over to Weave. For more information, click here.

Submit a Port Request

Follow these steps to submit a port request through your Weave Desktop App. 

1. Click on the menu icon in your Weave Desktop App
2. Select Settings
3. Select  Port My Numbers
4. In the Phone Number field, type in each phone number you want to port over to Weave. 
5. In the Fax Number field, type in each fax number you want to port over to Weave.
6. Once all numbers are added, click Next Step
7. Fill out your business account information with your current phone and/or fax provider 
8. Click Next Step
9. Fill out the additional account information with your current phone and/or fax provider
10. Click Next Step 
11. Check the box next to I accept the terms and conditions 
12. Click Submit

Once your porting request is submitted, the request is sent to our Porting Team who will submit it to your current phone provider for review. 

Weave recommends verifying that your assigned E911 address is correct for each of your devices. Follow these simple steps to see if your phones have the correct E911 address assigned to them.

1. Log into your Weave Portal
2. Click on the dropdown arrow next to Phones on the left-hand menu
3. Select Devices
4. View or select the an address from the E911 Address column by using the dropdowns
5. If you do not have an E911 address then select the E911 Address tab at the top of the screen.
6. Click to Add New Address in the top right corner
7. Add the physical address for your office that should be used in the event your office places a 9-1-1 call and click Submit
8. Once an e911 address has been added you can now assign that physical location to any of the devices installed in your office. Use the the dropdown arrow next to any ‘not assigned’ device and select the correct physical address

We want to make sure that you are aware of important differences in the way 9-1-1 service operates with a VoIP phone when compared with traditional telephone service. Here’s what you need to keep in mind.

Differences between traditional 9-1-1 service and VoIP phone E 9-1-1

• With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response center.
• With VoIP phone service, your 9-1-1 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response center.
  

Remember to provide your location
Because you can move your VoIP phone between locations and because, for technical reasons, the emergency operator may not have your name, location or contact information available, you must immediately inform the emergency operator of your location and contact particulars any time you call 9-1-1. Do not risk sending police or ambulance services to the wrong location.

Be prepared during any service interruption
VoIP phone service depends not only on your continued subscription (and payment) for the service, but also on internet connectivity and power to function. In the event of power, network, or internet outages (including congestion), or if your service is disconnected or suspended due to non-payment, you may experience a failure, disruption, or delay in your 9-1-1 service. We recommend that you keep an alternative phone service (such as a cellular telephone) handy to increase the reliability of your access to emergency services during any service interruption.

Do not disconnect
Until you are told to do so by an emergency dispatcher, do not disconnect your 9-1-1 call. If you are inadvertently disconnected, call back immediately.

Keep your service address up to date
Weave will attempt to provide the emergency operator with your service address, so please ensure that your information on file with us is always accurate and updated. If you do not do this (for example, if you are unable to speak during a 9-1-1 call), the emergency operator may assume that you are calling from the last registered address.

VoIP Terms of Service
Weave’s VoIP Terms of Service limit and disclaim liability related to VoIP 9-1-1 service, so please read the VoIP Terms of Service carefully.

Have your customers been missing calls recently because your office appears as "spam risk" or "spam likely" on caller ID?

In response to demands for protection from unwanted calls by consumers, mobile network operators, such as AT&T, Verizon, and T-Mobile, have provided tools to block calls or mark calls as spam. When a consumer uses these tools, the telecom carriers may flag future calls to other consumers from that number. The tools are controlled by the individual telecom carriers and their partners. As a result, Weave is unable to make any direct changes to ensure that your business’ calls are not marked as spam.

We recommend that you take the following steps to reduce the likelihood of your business’ calls being marked as spam by telecom carriers:

• Encourage your customers to report your phone number as a valid business through their mobile network operator or another telecom carrier.
• Submit a report that your business’ phone number has been mistakenly categorized as spam using the following tools. Please note that submitting a report does not guarantee that your phone number will be re-categorized. 
• Verizon Spam Feedback: https://voicespamfeedback.com/vsf/
• T-Mobile: https://callreporting.t-mobile.com/
• Hiya (AT&T partner): https://hiyahelp.zendesk.com/hc/en-us/requests/new 
• First Orion: https://calltransparency.com/registration
• Free Caller Registry: https://www.freecallerregistry.com/fcr/

As technology advances, we upgrade our equipment, including the VoIP phones. The old equipment is then no longer supported by Weave and designated as "retired".

If equipment is deemed retired, you aren't required to return it to Weave, and the equipment isn't subject to Unreturned Equipment Charges.

If you continue to use equipment after Weave designates it as retired, you may not receive software-based feature and security updates. This may impair the delivery of the Weave services and functionality of the retired equipment. Weave may provide limited or no support for retired equipment.

Weave may attempt to troubleshoot any problems you have with the equipment or service, but we cannot guarantee that our efforts will be successful. 

Retired Equipment List

• Polycom Soundpoint and Soundstation series phones, including but not limited to the following models
  • SSIP 6000
  • SPIP-335
  • SPIP-550
  • SPIP-560
  • SPIP-450
  • SPIP-331

Returns

Retired equipment does not need to be returned to Weave. It is not subject to Unreturned Equipment Charges.

Go green and recycle retired equipment. Visit recyclenation.com for electronic equipment recycle centers in your area.

Ready for an upgrade?

If you have older model equipment, it may be time for an upgrade. To upgrade or for more information, please contact us at customersuccess@getweave.com.

Weave Phones are VoIP phones, meaning that they rely on a good internet connection to work properly. While many phone issues are individual to each office, network, and phone, following these steps can often resolve the problem.

Reboot the phone

Rebooting your phone is typically the best first step in troubleshooting any issue you are experiencing with your phone. Follow these steps to reboot your phone:

Option 1 

Option 2 (desktop phones)

Unplug the power cord from the back of your phone, wait a few seconds, and plug it back in. The phone will then reboot. This process can take a few minutes to complete.

Factory reset the phone 

To factory reset your phone:

Cordless Yealink phone (the base): Follow these instructions

Yealink desk/wired phone: Press and hold the OK button

Polycom phone: Contact our support team to get help with the factory reset, as the phone may require a password to reset

Check your network

If your phones are ringing properly, but you are experiencing poor call quality during your calls, consider these tips to troubleshoot:

• Have you gotten any new hardware in your office like a router, modem, or firewall? Be sure to have your IT rep configure your device using our Network Specs page.
• Check to make sure the internet cables are securely plugged into the wall and to the handset. 
• Check to make sure your internet provider is not experiencing issues. You can use downdetector.com to search for your internet provider and see if they are experiencing issues in your area. 
• Check your internet speeds using speedtest.net. Keep in mind our internet speed requirements:
  
  

  Internet speed requirements
  Download Speed	200 kbps per phone (minimum)
  Upload Speed	200 kbps per phone (minimum)

  
  

  Note: If your internet speeds do not meet the minimum requirement you will need to contact your internet service provider about improving your internet speed or upgrading your service.

  If you continue experiencing problems, you may need to reach out to our support team.

  Common Phone Issues

There may be times that you will need to reboot your network. If you have been away from the office for an extended period of time we recommend a network reboot.

To complete a network reboot

1. Start with unplugging your Modem first, leave unplugged

2. Unplug the Router, leave unplugged

3. Move to any Switches you may have and unplug all of them as well, leave unplugged

4. Unplug all of your phones from power, leave unplugged

5. Plug the Modem back in

6. Plug in the Router, make sure to let the router completely boots up before continuing on to the next step

7. Once the Router has booted up, turn on any Switches

8. Plug in all of the phones

If you are wanting to use a headset with your phone, Weave recommends the Plantronics Wireless Headsets for both Yealink and Polycom models. These may be purchased anywhere you would like, but we've also provided shopping links below for ease of access.

Let's get your headset installed.

Yealink T53 & T54W: Plantronics headset installation

When you order the Yealink Headset Adapter it will come with the following contents.

You will only need the Yealink EH40 Adapter, the Plantronics Y-Cord, and the User Guide for reference. You can disregard the Jabra and Sennheiser Y cords. You will not be needing those.

Before you start, gather up the following:

1. Yealink T53 or 54W handset
2. Plantronics Headset
3. Yealink EH40 Headset Adapter
4. Plantronics Y-Cord.

See the picture below for reference:

Installation Steps: Plantronics Headset Yealink T53 & T54W

[Picture Steps / Next & Prev Buttons]

1. Connect the single wired end of the Plantronics interface cable (Y Cable) into the back of the Plantronics Headset as shown in the picture below.
   
2. Connect the ‘Y’ end of the Plantronics interface cable into the back of the Yealink Headset Adapter.
   
3. Connect the USB end of the Yealink Headset Adapter into the USB port on the back of your Yealink T53 or 54W phone.
   
4. You are now ready to start using your headset. Press the Headset Icon on your Yealink phone to answer or switch a call over to your headset.

Yealink T53 & T54W: Syncing a Bluetooth Headset

The Yealink T53 and T54W are bluetooth capable and can be synced with a bluetooth headset. To sync a bluetooth headset to your Yealink T53 or T54W, follow the steps below:

1. Select the Menu soft key at the bottom of your display screen

2. Use the navigation keys to navigate to the Basic setting

3. Press the down v navigation key and navigate to #7-Bluetooth and press the OK key in the center of your navigation arrows

4. Once in the Bluetooth menu - use the navigation arrows > to turn ON the bluetooth

5. Navigate to #2 Paired Bluetooth Device and then press the soft Scan key at the bottom of your display screen and scan for your device

6. Once your Bluetooth headset is discovered select the soft Connect key to connect the device to your phone

Yealink T46U, T42S, & T46S: Installing a headset

1. See Recommended Headsets and Wall Mounts to order your Plantronics headset and Yealink adapter. The Plantronics headset will come with a power cord, the base, and the audio cord. You will need to order the Yealink adapter separately.
2. Charge your headset. In order to do this, you’ll need to take your power cord and plug it into the back of your base on the far left side. Then plug the other end into an outlet close by. You’ll then want to let your base charge for a minimum of 20 minutes. When your headset is fully charged, you will see a solid green light on the front right hand side.
3. After your headset is fully charged, connect it to your phone using the Yealink adapter. You’ll need to plug larger end into the back of your base. The smaller other end will go into the back of your Yealink phone.

4. Next, connect your Plantronics audio cord. When you flip your phone over, you’ll see a photo with a picture of a headset. Plug the small end into the port and the other end will go into the headset base.

5. Once everything is connected, you can start using the headset by pressing the headset key.

Whether experiencing connection issues or just introducing Weave to your office, checking that your network is compatible with our systems makes the process so much smoother.

General Network Recommendations

Here are the router/firewall configurations you should disable for the best experience with Weave on your Network Hardware:

• Disable SIP ALG
• Increase UDP Timeout to 90 seconds 
• Utilize any Quality of Service (Priority) functions that your equipment has. For DSCP packet tagging, we use the following: 46 (RTP) & 26 (SIP)
• Whitelist our FQDN. 

Once these updates have been made, we recommend a full network reboot. 

Weave Speed Requirements

Discover if you have sufficient resources for your workstations, payment terminals, network devices, and Weave phones.

Download Speed: 200 Kbps

Upload Speed: 200 Kbps

Recommendations: With the quantity of phones you're planning to implement, please make sure you consult with your IT professional and/or internet service provider to make sure that your network bandwidth speeds are sufficient. Weave recommends at least 200 Kbps upload per phone and 200 Kbps download per phone.

Network Latency

Make sure the media in your phone calls travels fast enough on the network to prevent voice quality issues.

Recommendations: If your Latency score is about 150 ms, we recommend that you call your internet service provider and have them troubleshoot your network to get that lowered beneath 150 ms. Additionally, if your Jitter score is above 30 ms, you will also want your internet service provider to troubleshoot this lower as well.

Minimum Operating System Requirements 

Check that your operating system is up-to-date.

Operating System Status: Unknown

Recommendations: Please review each of your desktop computers and servers to confirm you are running up-to-date operating systems. To benefit from everything Weave has to offer and also keep your data secure, a supported operating system must be installed on each of your desktop computers and/or servers. Unsupported operating systems stop receiving security updates and can no longer effectively protect your customer data. Additionally, Weave may not provide support if you experience technical difficulties due to incompatibility of Weave software with your operating system. You can find more information here.

Understanding Network Terminology

Here are some general terms you should know:

Network Bandwidth: Bandwidth encompasses two metrics: download and upload speed. The download speed is how fast your network can download data from a website/server and your upload is how quickly your network can take information locally and push it up to a server/cloud.

Network Latency: Network latency occurs when a packet of data is sent to another computer/server and back. The amount of time it takes for that packet to complete that route is the latency. Every transfer will have some amount of latency, but when this metric value gets too high, it will cause audio issues, delays in your conversations, and even dropped calls.

Network Jitter: This is a variance in latency, or the time delay between when a signal is transmitted and when it’s received. This can cause delay in your conversations and is especially noticeable when you pick up the handset to answer a call and the customer can't hear you for several seconds.

Packet Loss: Packet loss refers to data that is lost after being transmitted across a network. This may be caused by network congestion, hardware issues, or configurations.

Network Address Translation (NAT): Weave functions best on networks with single NAT. A double NAT means that two or more different devices in your network are doing “Network Address Translation.” This may cause signaling issues with your phones resulting in degraded call quality, dropped calls and one-way audio.

SIP ALG: This protocol prevents some of the problems caused by router firewalls by inspecting VoIP traffic (packets) and, if necessary, modifying it. However, we find it doesn't work as intended and causes more problems than it solves.

UDP Timeout:This refers to the amount of time a UDP Pinhole stays open on a Firewall or Router.

FQDN: The complete domain name for a specific computer, or host, on the internet is its FQDN. This is where all the IP Addresses that Weave uses for our phone platform live. If we ever add or remove an IP Address your FQDN will automatically make that adjustment for you.

Single Thread: Your phone system typically runs through a single connection. This test will measure your speed results for that single connection providing you a more accurate expectation of your phone system quality and performance. This test is the primary test as many applications utilize a single thread connection.

Multi Thread: Multiple connections are used as a general gauge of speed across multiple connections simultaneously. Although this test helps us understand the top end of the network’s internet speed it doesn’t actually give us an accurate picture of how Voice calls will perform on the network as those typically run on a single thread.

Check Your Network

Take some steps to make sure your current network is compatible with Weave Phones.

• See if you have a recommended firewall, router, and modem
• Complete an internet speed test
  1. Go to speedtest.net
  2. Under Connections beneath the GO button, change the setting from Multi to Single
  3. Click the GO button
  4. Let the test run (you will see a speedometer-type gauge)
  5. Once it has fully run you will see the test results appear in the grid along the top
  6. Write down the download and upload speed to have ready for your call with Weave
• Complete any of the Advanced Network steps that may be required by your router
• Receive a Public IP if necessary

Our engineers have performed testing of network equipment and routing scenarios to help you have the best possible experience with the Weave service.

Weave Recommended Firewalls, Routers and Modems

Please remember to take the following tips into account:

1. Check the age of the current firewall and make sure that it is not at the end of life and can receive firmware updates.
2. Make sure that the firewall is sized to the office, meaning that it can handle our phones, the practices computers, cell phones, and any other endpoints like guest wifi devices.

3. If you are going to enable any firewall security features, make sure the firewall has sufficient resources to handle that as well. If you are having voice quality issues, we recommend disabling security features (DPI, Intrusion Prevention, Filtering, etc.) to see if that makes a difference. We often find that bandwidth-heavy security features on delicate voice traffic can be problematic.

Streaming Devices

Take streaming devices such as security cameras and music devices into account when configuring your network. If you are running these devices, you'll need to prioritize Weave traffic over the others by implementing Quality of Service on your Router. 

Universal Network Requirements

• Public Internet IP Address for your Router WAN port.

• Your router/firewall must allow unrestricted traffic flow between Weave Servers and your Weave Phones.

Common Network Firewalls

• **Fortinet/Fortigate
• **pfSense (no special requirements)
• **SonicWall
• Checkpoint
• Cisco ASA
• Cisco RV Series
• Sophos SG Series
• Ubiquity EdgeMax
• Cisco Meraki
• WatchGuard - Fireware Web UI
• Watchguard System Manager (WSM)

**Weave preferred firewalls 

Network firewalls with known issues:

• Peplink

Common Network Routers

• **Asus RT Series. - Router
• **Buffalo-wrt - Router - no special requirements
• **DD-WRT - Router OS - no special requirements
• **Open WRT. - Router OS - no special requirements
• Adtran
• D-LINK DIR Series
• Linksys EA Series - no special requirements
• Netgear Prosafe

**Weave preferred routers

Network routers with known issues:

• Apple Airport - No adjustable settings
• Netgear Nighthawk - SIP/VoIp handling issues
• Motorola SBG-650 - doesn't handle RTP traffic well at scale
• Ubee modem/router (Time Warner) - Catching issues with RTP Traffic
• Verizon FiOS G1100/G3300 - SIP ALG can't be disabled which causes VolP issues

Modems

Other Routers and Firewalls

Many routers will not require setting specific rules to allow traffic to flow freely between Weave's servers and your Weave phones, however, some firewalls do require specific rules to be created to allow this traffic to flow, uninterrupted and unfiltered. 

This is especially critical if your firewall regulates outbound network traffic in any way (examples: URL blocking, domain filtering, DPI, etc.) For routers/firewalls requiring that specific rules to be created (see our router/firewall matrix to determine if your router/firewall is included), we recommend that you create the following rules that allow unrestricted and unfiltered traffic between Weave's servers and your phones.

• Outbound Firewall Rule - Allow All Traffic (Unfiltered) to Weave's servers 
• Inbound Firewall Rule - Allow All Traffic (Unfiltered) from Weave's servers

Many firewalls now allow you to use an FQDN (Fully Qualified Domain Name) in your rule-set.  Weave highly recommends that you use this in order to add all of our many IP addresses in one rule.  This will eliminate the possible need to constantly update IP addresses on your firewall/router, as Weave continually grows and adds new servers and IP addresses to our pool.

Please reach out to your onboarding contact for the list of IP addresses you need to allow.

In order to ensure that only one firewall is inspecting traffic and handling address translations on your network, your office firewall must receive a Public IP address on its WAN interface. 

This functionality may require the assistance of your internet service provider (ISP).

Identifying a private (non-public IP address) is fairly easy.  If your WAN has an IP address in one of the following IP blocks, it is not a Public address, and you should contact your ISP to help "Bridge" your Modem/Gateway device, allowing a Public IP address to be assigned to your firewall/router.