eTIPS

Did you know PowerScribe 360 has a new web interactive support tool called "Tina?"

Nuance's Diagnostic Solutions Technical Support team is very pleased to announce a new web interactive support tool, "Tina."

Tina is now available in iSupport to assist our PowerScribe 360 customers with finding solutions to their support questions.

Tina is based on Nuance technology and offers a conversational question-and-answer approach to efficient self-help, which is accomplished through Tina's text-based user interface. Tina is hosted on the iSupport customer web portal, shown below, and is designed to quickly and accurately answer common questions. Tina is intelligent and is constantly learning from user interactions.

The focus for Tina is to quickly and accurately answer common customer questions by using the following methods to present answers:

• Immediately within the user interface without having to browse to a link
• Links to iSupport solutions
• Links co-browsing to a separate PDF or webpage

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

If you have a moment, log in to iSupport and ask Tina a question.

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Did you know you can increase/decrease the font size in the PS360|R client report screen without affecting your user preference setting?

PowerScribe 360 | Reporting has a feature allowing users to zoom in or zoom out on the report screen content. This is accomplished by selecting View > Zoom from the menu bar, and then selecting a percentage of size. Alternatively, you can press the CTRL key on the keyboard and scroll the mouse wheel to zoom in or zoom out. Using this zoom feature will not affect the font size configured in your user preference settings, nor will it change the font size used when printing the report.

The following image shows a report screen with the default font size.

The following image shows the results when using the zoom feature to increase the font size. To zoom in, press Ctrl + scroll the mouse wheel up.

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Did you know that Nuance hosts a PowerScribe 360 | Reporting "Listserv" community forum?

The "Listserv" Community Forum is available for PowerScribe 360 | Reporting customers who are interested in sharing and obtaining product information from one another.

The PowerScribe 360 | Reporting Listserv mailing list is an electronic community that allows PowerScribe 360 | Reporting customers to send email messages or announcements to every person in the list at once. The purpose of this Listserv is to provide a forum for our customers to have open discussion and share information regarding the operation and workflow of their PowerScribe 360 | Reporting system. We are pleased to provide this service so that our customers can create a network of colleagues - available anytime, anywhere. We have learned that our customers are happy to answer questions posed, as evidenced by multiple customer responses.

PowerScribe 360 | Reporting customers can enroll in the PowerScribe 360 | Reporting Listserv either during their initial welcome interview with our Customer Relations staff, or by emailing us at any time at: Customer.Loyalty@nuance.com and requesting to be enrolled.

The text below is sent to customers who have expressed a desire to enroll at the time of their welcome interview:

You are now enrolled in the PowerScribe 360 | Reporting listserv in regular mode "real time".

There are two (2) options for receiving Listserv posts via email:

1. Regular Mode - which is “real time”, meaning when anyone from the group posts, you will receive the posts immediately.
2. Digest Mode - which is one email at the end of the business day with all topics posted that day for you to pick and choose which topics are relevant to read.

TIP: At any point, if you would like to change to Digest Mode, please contact us at: Customer.Loyalty@nuance.com.

Listserv subscribers can also:

• Sign up to search the Listserv archives to review prior posts
• Temporarily suspend receipt of Listserv emails while out of the office for a prolonged period
• Unsubscribe
• Review our Listserv usage tips
   

NOTE: Once enrolled in the PowerScribe 360 | Reporting Listserv, you will automatically receive an instructional letter generated directly from Listserv.

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What's New

A new SUS application has been released with PowerScribe 360 | Reporting version 2.5.2, which is also available as a hot fix for other version 2.5.x sites.

This new application allows for better usage of the user data to improve the outcome of the ACO and LMO processes.

If you are interested in installing this hot fix, you must first confirm the dragon version the clients and SUS have installed before allowing. Perform the following on a few client stations and on the SUS server:

Determining if Dragon is updated for New SUS Application

1. Go to the Start menu and click on Dragon SDK Client edition 12.5.
2. Click on show Dragon Log. This will open the C:\Users\<Windows User>\AppData\Roaming\Nuance\Dragon SDK Client Edition12 directory.
3. Double click the dragon.log
4. Once open, look at the top of the dragon.log for a line that states Version in it.  (08:20:03.105 Dragon NS ActiveX Components: File C:\Program Files (x86)\Nuance\Dragon SDK Client Edition12\Program\dnstk10.dll: Version 12.52.150.032)
5. If the Version shows 12.50.150.067, then the Dragon client must be updated on the application server and on SUS server before the SUS application can be upgraded.

If Dragon needs to be updated, open a ticket with Nuance Support to have Dragon upgraded on the PS360 application and SUS servers.

If Dragon is already at Version 12.52.150.032, open a ticket with Nuance Support to have the SUS application updated to version 2.5.0.36.

For a complete listing of all updates for all released versions, log in to iSupport and search for Solution #14686: PowerScribe 360 | Reporting User Documentation. Refer to the following documents:

• L-3751-001: What's New in PowerScribe® 360 | Reporting, Version 2.5
• L-3625-003: What's New in PowerScribe® 360 | Reporting, Version 2.0
• L-3398-003: What's New in PowerScribe® 360 | Reporting, Version 1.5
• L-3491-001: What's New in PowerScribe® 360 | Reporting, Version 1.1

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

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What's Fixed

To view an expanded What's Fixed listing, by product version, please log in to iSupport and search for Solution #13387: What's Fixed. Refer to the following documents:

• P36A058: PowerScribe 360 | Reporting Release Notes Version 2.0.2 UK
• P36A047: PowerScribe® 360 | Reporting Release Notes Version 2.5
• P36A045: PowerScribe® 360 | Reporting Release Notes Version 2.0
• L-3398-003: PowerScribe® 360 | Reporting Release Notes Version 1.5

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

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What's New With Tina?
 

Tina is a Web Interactive Support tool available in iSupport to assist our PowerScribe 360 customers with finding fast solutions to their common support questions.

Tina presents a web-centered, text-based user interface (UI) hosted on the Home tab of the customer iSupport portal. Tina offers a human-like, conversational approach when communicating with our customers, providing personalized, effortless, self-service support. Tina's intelligence increases to enhance the customer experience by constantly learning from dialoging with users.

April Analytics

This past month's reporting analytics for Tina show the following metrics:

• 301 Conversations
• 68% First Contact Answer where the percentage of user inquiries are resolved with the first answer.
• 188 answers are available to Tina including 111 at go live and 77 added this past month.
• Top Answer Categories:
• Product Documentation
• Troubleshooting
• Configuration
• Support Polices
• Contact
• Installation

In order to further improve our customers' experience, the PowerScribe 360 Support Team continues to add additional content and optimize Tina's capabilities.

So, please continue to ask Tina your questions!

Press the play button on the following eTIPS video image for a brief demonstration on the operation of Tina.

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iSupport 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:

• #14686 PowerScribe 360 | Reporting User Documentation
• #16608 Troubleshooting and Addressing Misrecognitions and Recognition Concerns
• #16679 Considerations for Setting the Dictator to Retrain
• #16680 How Does the PowerScribe 360 Client ClickOnce Work?
• #16681 What are the Differences Between ACK AE and AR in HL7?
• #16682 Which LDAP Authentication Types are Supported with PowerScribe 360 | Reporting?
• #16052 Troubleshooting PS360 | Critical Results Integrated with PS360 | Reporting
• #14415 eTIPS Newsletter Archives - PowerScribe 360 | Reporting
• #15951 Orders are not getting passed to PowerScribe 360 | Reporting
• #16052 Troubleshooting PS360 | Critical Results Integrated with PS360 | Reporting
• #16268 How does SYNCH work between PS360 | Reporting and PS360 | Critical Results
• #16667 Process to Insert Workstation Name into a Dictated Report
• #16563 GE Imagecast Timeout Error
• #16621 Troubleshooting and Configuring the PowerScribe 360 Mobile Radiologist Workflow
• #16623 Troubleshooting and Configuring PowerScribe 360 | Reporting LDAP Authentication
• #16662 Troubleshooting Issues Invoking AutoTexts
• #16663 Text Not Visible in Typed Report
• #16664 Bright Light Flashes Opening Images in Integrated Mode

To see the details of any item on the above listing, simply login 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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Meet Ron Yuen

Ron Yuen is our newest Support Engineer for Nuance's PowerScribe 360 | Reporting team. Ron comes from Nuance's Dictaphone Enterprise Speech System (DESS) team where he spent over 25 years fine tuning his operational and technical skills. Ron brings with him a wealth of knowledge in system installation, integration and configuration as well as operational and technical expertise. Ron is continuously focused on ensuring our customers are achieving the highest level of satisfaction with their PowerScribe 360 | Reporting System. 

Outside of Nuance, Ron enjoys spending time with his charming wife and family which consists of two cats and lovebirds. Ron is very passionate about music and has been playing professionally for over 40 years. He plays guitar, sings, and composes music in his home studio. When time permits, Ron takes pleasure in fishing and dabbles in outdoor photography.

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Contacting Support

A dedicated Nuance Healthcare Technical Support team, available 24x7x365, services our PowerScribe 360 | Reporting customers who have an active maintenance contract with Nuance.

Nuance Healthcare Technical Support

This team can offer assistance via remote on-line connectivity to your systems, and it is available toll-free 800 833-7776 via our "Say Anything" menu. So, at the prompt, simply say: PowerScribe 360 Reporting Support

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 get started.

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

Click here for additional information about how to contact Nuance's PowerScribe 360 | Reporting customer support team from Nuance's Technical Support website:

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Click here to reply to this email with your comments or suggestions.

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