Weave Partner Process Overview

Step 1: You Introduce Weave

It’s as simple as asking if they’ve ever heard of Weave, give a 5-second explanation and see if they want to have a demo to learn more.

Step 2: Weave Gives a Demo

If a practice is interested, give their contact info to Weave and we’ll contact them, demo the product and close the sale.

Step 3: Welcome & Software Installation

Weave gives the practice a Welcome Call, an overview of the onboarding process, helps them install the software and verifies network compatibility. Software and phones can be installed all at once or software can be installed first and phones later after they arrive. Learn more about software installation here

Step 4: Phones Shipped

Weave ships the phones to you or directly to the practice, whichever you prefer.  Shipping time for the phones is 4-5 business days after we activate an order, but that can be expedited if necessary.

Step 5:  Software and Phone Training

The practice watches the pre-recorded software and phone training videos as instructed in the Welcome Call.  The practice may re-watch these videos as needed.

Step 6: Port Order

Weave schedules the transfer of the practice’s phone number to Weave’s phone system. Weave will need the office’s most recent phone bill and a signed letter of agency, and will then request a targeted porting date (typically about 3 weeks out). The LSP (losing service provider) will then assign the porting date.  Minimum processing time between submitting our request and receiving an assigned porting date is usually 7-10 days.  During that time, Weave will help to ensure all systems are installed for the customer, everything has been tested, and customer training has taken place. Porting is a legal process. We do not have control of the numbers until the LSP releases them to us.

Step 7: Phone Install

You install the phones.

Step 8: Phone Number is Ported

Old phones are no longer ringing and Weave phones are live.  The customer will not experience any down time during this transition. Learn more here.

Step 9: Customer Success

Our Customer Success Team makes sure everything is in place and working smoothly to provide the best experience possible. Learn more here.

Step 10: You Get Paid

Weave pays you commission, you have a nice night out on the town. 

 

 

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The following two websites give the most up-to-date network guidelines and we strongly encourage you to follow them as strictly as possible to ensure excellent service for the client:

Network Specs & Network Topology

Factors of success with Weave Technology will depend on the following:

  • Bandwidth: We require at least 1 mbps download by .2 mbps upload per phone.
  • Cabling: Each phone requires CAT-5/6 wired access to the network through a drop in the wall or a switch. (The phones can be used as a pass through and share connection with a computer if needed).
  • Network topology: Some switches can cause issues with the phones; we recommend unmanaged switches.
  • A bridged modem: We strongly recommend bridged modems to avoid double NATing. Some internet providers require a Static IP to bridge the modem.
  • A recommended router: All routers are not created equal. If a router is not on our recommended list, there is a chance it will not work well with the phones. Our recommended network router list can be found here.

Weave Support and Troubleshooting Playbook

Importance of Physical Connections & OSI Layer 1

Weave regularly uses the OSI layer structure as a process to help troubleshoot phones. IT installation groups will need to verify that phones are properly connected to the network with at least CAT5 cabling. For instructions on how the phones are typically installed, please see the link to our install page weavehelp.com/installation.

Every device on the network should have its own network drop. However, the phones do have a 1000 mbps pass through switch built into the phone. The LAN and PC ports that are built into the phone can be used to pass the network connection to a workstation if there is only one network drop available.

Network Switches & OSI Layer 2

Weave generally recommends the use of Layer 2 switches. Contact Weave Support if you have questions about your switch. The phones work well behind a network switch that is not trying to manage data packets, as they pass between the router and the phones. If there is a network switch that is in use and is managed or a Layer 3 switch, we recommend that the switch is properly configured to allow the phones to work well. Some switch configurations can adversely affect the connectivity of the phones.

Universal Router/Firewall Requirements:

  • Router Filtering/Firewall must allow unrestricted traffic flow to/from Weave (more details.)

  • Public Internet IP Address for Router WAN port (more details.)

  • Throughput capabilities of firewall/routers must be carefully considered, especially when security scanning packages are implemented on any UTM type devices.

Recommended Routers

Not all firewalls/routers will work well with our phones. Please see the link below for the recommend list of routers.

http://www.weavehelp.com/network-specs

Bridging Recommendations

Pseudo Bridge

Some ISPs, like Comcast, will have multiple methods of bridging a modem to a firewall/router. If the particular modem and service from the ISP does not do a traditional static IP bridge, then some ISPs use a Pseudo Bridge service. Please see the link below for a method of using the Pseudo Bridge from Comcast.

https://www.handymanhowto.com/how-to-configure-a-comcast-business-class-static-ip-address/

ISP Bandwidth

The IT group and office need to account for enough bandwidth to handle all internet traffic. Those devices or services that use the internet are shown below:

  • Phones

  • Workstation internet traffic

  • Any audio or video streaming

  • Wifi access for both employees and patients

Internal Bandwidth and Usage

The network devices in the office must be capable of handling all internal LAN traffic. Undersized switches, firewall/routers and compromised cabling can bottleneck data packet flow and will affect phone call quality.

Data Packet Flow Verification and Testing

For VoIP phones to work well, data packets flowing to and from the ISP, must be delivered reliably and efficiently.  If there is significant packet loss or latency above 100 ms, call signaling and/or call quality will be affected.

Weave recommends performing continuous ping and traceroute testing in and out of the office network to make sure that packets are being delivered reliably and efficiently. Using a My Traceroute or similar tool helps to see how the packets are flowing along the internet routes to and from the office.

For those packet flow tests, Weave also recommends running simultaneous, continuous pings to the router, Google’s servers and the Weave servers for a period of time.  This step will help verify how the internet traffic for the phones is going to be.

If there are issues with packet flow, performing a complete network reboot will occasionally remedy the issues. If a network reboot does not help, the documentation of historical ping and traceroute testing will help convey the issue more clearly to the ISP. Using a My Traceroute tool can help pinpoint the device that is causing packet flow issues.

 

 

 

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Software Installation

There are two parts to the software installation.  The workstation software is public and can be downloaded from the Weave website and installed by an IT group or specialist. 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. (The Onboarding team needs to install the data sync app to ensure quality, for HIPPA concerns, and making sure that it syncs properly.) Once the work stations and phones are installed, they will be synced together.  A 5-digit number is entered into the phone that 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 done. However, if phones are on site, then the office or IT partner can sync them.  

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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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Porting

Porting typically happens between 9am and 12pm MST. Once the number is in our system, the Weave phones will begin ringing and accepting incoming calls. We recommend keeping the old phones plugged in for 24-48 hours after port to ensure that the porting process is finalized. If the old phones continue ringing after 24-48 hours, please verify the number the patient is dialing. If the patient is dialing a number that was ported, please notify your Onboarding Rep immediately and they will assist you to confirm that the port is finalized and all calls are routed to the Weave phones. If the patient is dialing a number that was not ported, but should have been, please notify your Onboarding Rep immediately and they will assist you in the porting process for that number. Weave is not responsible for the client's account with the LSP. Once porting is finalized, it is the customer's responsibility to call their LSP and cancel numbers they do not want to be billed for, or consider bundling remaining expenses. Please advise the customer that Weave will not be responsible for charges from the LSP. Billing begins at the agreed upon time on the quote provided by the Account Executive.

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