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October 2014, Volume 6, Number 10

Nuance is pleased to present you with this edition of eTIPS, where you will find tips about:

    eTIP 1: Troubleshooting DM360 | NE client login and connection issues.

    eTIP 2: Common Licensing Issues for Dragon Medical 360 | Network Edition.

    eTIP 3: Configure Dragon Medical to always capitalize Doctor names containing common words.

Click Webinar for information to keep you up-to-date with Nuance's Driven By Dragon webinar series.

Click Nina for information about Nina the Intelligent Virtual Assistant.

 

eTIPSeTIPS

Did you know the new and improved Connection Center at DM360 | NE clients can help troubleshoot login and connection issues?

Improvements to the client Connection Center feature made for providers in the new version 2.3 release of Dragon Medical 360 | Network Edition. These improvements provide much more useful information and make understanding the Connection Center statuses easier. In fact, this feature can assist customers in troubleshooting client login and connection issues.

Click the play button on the following eTIPS video image for a brief demonstration on how the new Connection Center can help you.

eTIPS Video

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Did you know how to resolve common licensing issues with Dragon Medical 360 | Network Edition?

At times, Technical Support receives calls from customers for certain issues with Dragon Medical 360 | Network Edition (DMNE) licensing. Please see the different scenarios and their solutions below:

    Lost or Undelivered License Keys
    For customers who have either lost or not received their license key, Technical Support can look up the license key through our Oracle system (solution 14627) using a Sales Order Number provided by the customer. Or, the license key can be traced through our PCC Fulfillment department.

    "Invalid" or "Error 22" Message during License Import
    If importing additional licenses, ordered by the customer, is presenting an "invalid" or "Error 22" message when attempting to import the license key; this is usually caused when the license key is generated with the wrong Organization ID. Meaning, the Organization ID embedded in the license key does not match the Organization ID for the DMNE system attempting to import this license ID.

    In this case, a new license key will need to be generated by Nuance (PCC Fulfillment). Note, when the customer purchases an additional license, Sales must confirm the correct Organization ID associated with the customer's existing DMNE system.

    Lost DMNE Client Serial Number
    The serial number is required and entered during the software installation of the DMNE client. The serial number can be found from the following locations:

    • NMC Organization Details on the General tab - prefixing two (2) segments to the beginning of the Organization ID.  For example, adding "A709A-K13" to the existing Organization ID = "A709A-K13-xxxx-xxxx-xx".
    • DMNE software DVD envelope - On the barcode label affixed to the back of the software DVD envelope.
    • nssystem.ini file from another DMNE client workstation in the "ProductID=" line.

For existing DMNE customers who would like to purchase additional licenses or upgrade their existing licenses, please contact your Nuance Account Executive (Sales). Your Nuance representative will verify your existing Organization ID and take you through the process of procuring licenses (renewal or additional).

For information on purchasing licenses and pricing for Dragon Medical products, please contact your Nuance Account Executive, or call Nuance Sales at:
866-748-9537
.

To learn more about licensing including:

  • How licensing works
  • How to import licenses
  • How licensing is related to Disconnected Mode
  • Supplemental documentation for additional information on licensing
  • And to keep current with any changes to this topic

Log in to iSupport and search for solution #16522: DM360NE Licensing Issues.

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Did you know how to configure Dragon Medical to always capitalize Doctor names containing common words?

For the Dragon Medical products, you can configure capitalization for provider names, even when their name is also a common word.  The configuration settings used are in the Word Properties window.

For example, the following phrase is likely to be recognized by Dragon Medical as: " The patient was referred by Dr. hand."  This is true even if "Dr. Hand" is added as a phrase. The same result is probable with other names when those names are also common words.

To resolve this issue, configure the Word Properties for the word "doctor".

Note: "doctor" already displays as "Dr." due to the auto-formatting setting under Abbreviate Titles.

Procedure:

  1. To open the Dragon Medical client's Vocabulary Editor from the Dragonbar, click Vocabulary > Open Vocabulary Editor.

  2. In the Written Form field, search for the word "Doctor".

  3. Click the Properties button to display the Word Properties window.
  4. In the Word Properties window, click the Format button. The Alternate Written Form Formatting window will display.

    Note: The default value for the Format the next word setting is "with normal capitalization".

  5. Change the value in the Format the next word dropdown setting from "with normal capitalization" to "capitalized".

  6. Click the OK button.

    Now, the next word after "Dr." will always appear capitalized.

This article was made possible by: Keiran Corneail.

To learn more and to keep current with any changes to this topic, log in to iSupport and search for solution #16488: Configure Dragon Medical to always capitalize Doctor names containing common words.

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iSupportDriven By Dragon - Webinar Series

On October 9th, Dragon Medical Technical Support presented our latest Driven by Dragon webinar. The presented content included the following topics:

  • Customer Stories
  • New and pending software releases for Dragon Medical products
  • Documentation and iSupport content improvements
  • Technical Spotlight: Nina Virtual Assistant
  • Question and Answer

To review recorded Webinars from the Driven By Dragon series, please click the video links below:

Dragon Medical Driven By Dragon
Quarterly Webinar Recordings

Description Length
(Min:Sec)
File
Size
Posted
Revised

4Q' 2014 - October 9

32:12

51 MB

10/13/14

3Q' 2014 - July 10

21:25

20 MB

7/18/14

To register for future Webinars, please click the Register links below:

Click to Register

Thursday, January 8th, 2015 at 2:00 PM EST

Click to Register

Thursday, April 9th, 2015 at 2:00 PM EST

Click to Register

Thursday, July 9th, 2015 at 2:00 PM EST

Click to Register

Thursday, October 8th, 2015 at 2:00 PM EST

To learn more about the Driven by Dragon Webinar Series and to keep current with any changes to this topic, including external links to recorded video for customers without iSupport access, log in to iSupport and search for solution:
#16449: Dragon Medical "Driven by Dragon" - Quarterly Customer Webinar Series

If you are not an iSupport subscriber, click iSupport Timesaver for information about how you may get started with iSupport.

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NinaWhat's New with Nina?

The Nina Intelligent Virtual Assistant is a text-based, chat-window hosted on your iSupport Home tab that delivers self-serve support.

Nina offers a human-like, conversational approach when communicating with our customers. The focus for Nina is to quickly and accurately answer common customer questions about the Dragon Medical product.

In order to improve the customer experience, the Dragon Medical Support Team continues to add new content while Nina constantly learns from dialoging with users.

So, please continue to ask Nina your questions!

Press the play button on the following eTIPS video image for a brief demonstration about Nina.

Nina Video

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iSupportWhat's New

For a complete listing of all updates for all released versions, login to iSupport and search for solutions:

#14274: Dragon Medical 360 | Network Edition or Enterprise Edition - What's New and Can I download the Current Version?"

#14640: Dragon Medical Practice Edition - What's New and Can I Download Replacement Software?

If you are not an iSupport subscriber, click iSupport Timesaver for information about how you may become an iSupport member.

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iSupportiSupport is a Proven Timesaver

iSupport is an Internet based support site where you can search our dynamic knowledge base for answers to your questions, access our library of operational manuals and quick reference guides, view the latest product enhancements, and submit online requests for service.

iSupport Knowledge Base Content Update:
A number of important knowledge base articles have been added or reissued with updated information to iSupport, as follows:

  • #12231 Do you have any information about how Products and Services support the HIPAA Security Rule?
  • #14111 Dragon Medical 360 | Network Edition User Documentation
  • #14281 Dragon Medical NuanceLink Medical Updates
  • #16522 DM360NE Licensing Issues
  • #14418 eTIPS Video Library for Dragon Medical 360 | Network Edition & Dragon Medical Practice Edition
  • #14120 eTIPS Newsletter Archive - Dragon Medical 360 | Network Edition & Dragon Medical Practice Edition
  • #14274 Dragon Medical 360 | Network Edition or Enterprise Edition What's New and Can I Download the Current Version?
  • #14760 How to completely uninstall Dragon - Remover Tool
  • #14281 Dragon Medical NuanceLink Medical Updates
  • #13178 Using "Start [Application]" commands in Dragon Medical
  • #16343 Disabling Smartphone Server feature on DMPE/DMNE v12 clients
  • #16406 DMNE Single Sign-on (SSO) Configuration Summary
  • #16488 Configure Dragon Medical to always capitalize Doctor names containing common words
  • #16479 DMNE Client Login Options at Dragon Login dialog
  • #16483 DMNE vSync Error: "Your Dragon Citrix channel components are not responding"
  • #16484 Instructions to Contact Technical Support for Dragon Medical
  • #16485 Identification of product versions for Dragon Medical

To see the details of any item on the above listing, simply log in to iSupport and search for the article number that precedes each item.

Getting Started with iSupport
Registered iSupport members are able to use the full features of iSupport and submit online service requests. Click Getting Started with iSupport to view instructions on how to register to become an iSupport member.

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Contact SupportContacting Support

A dedicated Healthcare Support team available 24x7x365 services customers who have an active maintenance contract with Nuance.

Nuance Healthcare Technical Support

This organization can offer assistance via remote on-line connectivity to your systems. It's available toll-free at 800 833-7776 via our "Say Anything" menu. At the prompt simply say:

"Dragon Medical 360 | Network Edition Support" or
"Dragon Medical Practice Edition"

On the other hand, save the call and access Nuance Healthcare's Support Center through our iSupport, Internet-based website at https://isupport.nuance.com. If you are not an iSupport subscriber, click iSupport Timesaver for information about how you may become an iSupport member.

Nuance Depot Repair Service

Click here for a Web Form to submit a Depot Repair Service Request for Connexions Station (C-phone), Optic Mic, PowerMic, Philips Speech Mic, tape-based recording devices, digital recorders, etc. iSupport members can save time by simply logging in to iSupport and submitting a service request choosing "Depot" as the Request Type.

NOTE: There is no need to submit a Depot Repair Service Request on a PowerMic under a current Nuance Maintenance Contract. Call Nuance's Customer Account Management team at 800-339-7683 to get the broken PowerMic replaced. At the prompt simply say, "PowerMic Replacement."

Nuance Healthcare Technical Support

Additional information about how to contact Nuance's customer support team is available at the following Nuance Technical Support websites:

Dragon Medical 360 | Network Edition:
http://www.nuance.com/support/dragon-medical-360-network-edition/index.htm

Dragon Medical Practice Edition:
http://www.nuance.com/support/dragon-medical-practice-edition/index.htm

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Thank you for taking time out of your busy workday to allow us this opportunity to keep you informed about Nuance Healthcare Solutions Global Support Services.

Sincerely,

Nuance Healthcare Solutions Global Support Services
Nuance Communications, Inc.

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