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

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.

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.

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.