Nuance Healthcare Solutions
eTips  

Dragon Medical One
Dragon Medical Network Edition
Dragon Medical Practice Edition

 
September 2017, Volume 9, Number 9  
 

Greetings EmailDisplayName!

Nuance is pleased to present you with this edition of eTips.

In this new edition of eTips you will find:

eTip 1: VIDEO: Dragon Medical One Audio Redirection in Virtual Environments.

eTip 2: Dragon Medical One Quick Reference Guide.

eTip 3: Dragon Remote Microphone Product End Of Life Notice.

Also:

What's new | Webinar | Tina | Connect with us | iSupport
Contacting support | More

 

June 27 global malware incident

As we complete the restoration of our systems following the June 27 global malware incident, we want to thank our clients for their patience and partnership. We are inspired by those who stood by us during this recovery period, and we are sincerely grateful for their support.

Please stay connected with us on social media by following our Twitter, Facebook, and LinkedIn pages. You can subscribe to our What's Next blog at the link below.


New support platform coming soon!

Nuance has heard your feedback about our current support systems and we have spent considerable time and effort over the past year implementing a new, comprehensive, efficient, and intuitive system based on Salesforce Service Cloud, a leading support architecture utilized by enterprise organizations worldwide.

Salesforce Service Cloud is an AI-powered platform that will allow Nuance support reps to quickly identify and resolve your issues, giving us a 360-degree view of your needs. Based on an agile platform, the system provides access to experts and articles relevant to your support requirements.

Nuance customers will also have self-service access, allowing you to view, edit, and receive updates on your support cases, as well as engage with Nuance reps using your preferred method of outreach, including:

  • Phone
  • Web
  • Email
  • Chat

As we approach Go-Live in November, you'll receive a direct email communication with further details on features, user best practices, and opportunities to provide feedback. Stay tuned for more updates!


NHNS notification registration

Nuance has launched the Nuance Healthcare Notification Services (NHNS), an incident communication system for customer notification of events, such as:

  • Release announcements for Dragon Medical products
  • Special announcements specific to Dragon Medical products
  • Nuance DataCenter outage alerts for Cloud-hosted, Dragon Medical products

Click here to register.

For additional information, log into iSupport and search for solution 16967: Nuance Healthcare Notification Services (NHNS) Introduction and Registration for Dragon Medical.


Driven By Dragon - webinar series

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


Tina
Tina introduction

Click here for the latest improvements and information.


New software releases

Click here for new Dragon Medical software releases.


Windows 10 support

Log in to iSupport and search for solution 16782: Dragon Medical Support for Microsoft Windows 10.


VIDEO library - Dragon Medical

Log in to iSupport and search for solution 16932: VIDEO Library - Dragon Medical. A library of current video topics is available to our customers for supporting their Dragon Medical products.


 

 

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This Month's eTips

eTip 1

VIDEO: Did you know how best to redirect Dragon Medical One audio in virtual environments?

Play VideoClick the VIDEO icon for how best to redirect Dragon Medical One audio in virtual environments.



This VIDEO was featured in our Driven by Dragon 3Q'17 Hosted, customer webinar and discusses the following:

  • Traditional challenges when using vender (Hypervisor) audio redirection and USB audio redirection
  • Benefits of using Nuance Audio Extensions for Dragon Medical One. Nuance Audio Extensions are optimized for both speech recognition and network speed (48 kB/s bandwidth).
  • Deployment of Nuance Audio Extensions, PowerMic Extensions, and extensions for third-party microphones from the http://dragonmedicalone.nuance.com/StandAlone/ page.

To learn more and to keep current with any changes to this topic, log in to  iSupport and search for solution 22648: VIDEO: Dragon Medical One - audio redirection in virtual environments.

To save this solution as a Quick Link on the iSupport home page, click the Add To Quick Links button found on the upper-right of this, or any, iSupport solution.


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eTip 2

Did you know that the Dragon Medical One Quick Reference Guide contains operational tips and best practices?

The Quick Reference Guide is a single page of recommended tips and best practices for the operation of Dragon Medical One. Below are some excerpts from this guide.

Working Efficiently

  • You can "select" the text and record new text.
  • Use your voice instead of keyboard or mouse to perform tasks.
  • You can place the cursor in the middle of text and then record/type to insert new text.
  • Say "what can I say" for a list of all available commands.

General Tips

  • If single words are not being recognized correctly, try to avoid correcting one word at a time; instead delete the whole phrase and say it again.
  • Say "open settings" to configure hotkeys and microphone buttons.
  • Use hotkeys or the buttons on your microphone to initiate actions.

Manage Auto-Texts

  • "make that an auto-text" or "add auto-text" selects the words/paragraph you would like to make an auto-text and starts the Add process.

Manage Commands

  • "create command" or "add command" opens the dialog box to add Step-by-Step commands.

Anchoring

  • "anchor speech focus" allows the user to place the cursor, selecting the anchored application, where they want dictation to go; freeing the user to navigate to other applications (labs, xrays, etc.) while still dictating into the anchored application.
  • "release speech focus"
  • "show anchored application" brings the anchored application back into focus.

This guide is available here: Quick Reference Guide

To learn more and to keep current with any changes to this topic, log in to  iSupport and search for solution Solution 15913: Dragon Medical One - Documentation & Release Notes.

To save this solution as a Quick Link on the iSupport home page, click the Add To Quick Links button found on the upper-right of this, or any, iSupport solution.


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eTip 3

Did you know the Dragon Remote Microphone product is being retired?

Dragon Remote Microphone is a free app released in 2011 that allows you to use your iPhone, iPod touch, iPad, or Android device as a microphone with Dragon desktop products.

A majority of customers have transitioned to other microphone solutions and as a result, Nuance is discontinuing Dragon Remote Microphone. We will remove it from the Apple App Store and Google Play Store on October 6, 2017.

Nuance recommends customers who wish to continue using Dragon Remote Microphone not update to iOS 11 or use a device they do not plan to update. Customers can continue to install Dragon Remote Microphone on additional devices until October 6, 2017.

Dragon desktop products continue to work with a variety of USB microphones and headsets. Nuance recommends the use of a built-in microphone or a Bluetooth headset for a wireless dictation solution.

Alternatives

For alternative microphone options, please visit: Dragon accessories

For information on PowerMic and PowerMic Mobile products, please visit: PowerMic and PowerMic Mobile

To learn more and to keep current with any changes to this topic, log in to  iSupport and search for solution 22387: Notice of Dragon Mobile applications being retired.

To save this solution as a Quick Link on the iSupport home page, click the Add To Quick Links button found on the upper-right of this, or any, iSupport solution.

 

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What's new

New Nuance uses an agile methodology, where urgent field issues and important, customer-triggered change-requests are prioritized during the development cycle. The content for these pending releases and their projected release dates called out in this newsletter, are tentative. Roadmaps may still be being finalized and therefore are subject to change. Please do not use this information for specific purchasing decisions.


Nuance Management Center/Server

New Nuance Management Server (NMS) version 5.8
Projected to release in October 11 for Cloud-hosted and DMNE On-Premise products.

For information on new features and enhancements for NMS 5.x from the What's New or Release Note documents, please log in to iSupport and search for solutions:

  • #16800: NMS 5.0 releases for Hosted Dragon Medical products on Nuance Cloud
  • #19704: DMNE On-Premise Server Software Downloads

Dragon Medical One
 
NewDragon Medical One Version 3.5 SR2
Projected to release on October 17.

New Dragon Medical One, Version 3.5
Released 8/15/17.

For a complete listing of all software releases and associated release documentation, log in to iSupport and search for solutions:

  • #15913: Dragon Medical One - Documentation & Release Notes
  • #17066: Dragon Medical One - Introduction and Resources

Dragon Medical Network Edition
 
NewDragon Medical Network Edition Version 2.8
Projected to release in 4Q'17.

NewDragon Medical Network Edition Version 2.7
Released 9/19/17.

For a complete listing of all software releases and associated release documentation, log in to iSupport and search for solution:

  • #14274: DMNE Client Software Downloads
  • #19704: DMNE On-Premise Server Software Downloads
  • #16657: DMNE Software Downloads for International Customers
  • #14111: DMNE Documentation

PowerMic Mobile
 
NewPowerMic Mobile Version 1.3.5
Released 8/28/17.

For a complete listing of all software releases and associated release documentation, log in to iSupport and search for solution:

  • #16711: VIDEO: PowerMic Mobile - Product Release Documentation and Resources

Dragon Medical Practice Edition - ENU (North American English only)

    Dragon Medical Practice Edition version 2.3
    Released 6/29/16.
    Windows 10 support.

For a complete listing of all software releases and associated release documentation, log in to iSupport and search for solutions:

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

Dragon Medical Practice Edition - International

    Dragon Medical Practice Edition, International version 3.2
    Service Pack - (French, German, UK English, Dutch)
    Released 4/2016.

For a complete listing of all software releases and associated release documentation, log in to iSupport and search for solutions:

  • #16678: DMPE International Software Downloads

Dragon Medical PowerPack for DMO
Dragon Medical PowerPack for DMNE

    Version 3.0
    Released 2/17/17.

PowerPack productivity offerings, for Dragon Medical One and Dragon Medical Network Edition products hosted on the Nuance Healthcare Cloud, contain different combinations of the following components:

  • General Content
    25 Medical Specialties with over 700 Medical Auto-texts.
  • Blended Content
    Currently available for Epic EHR customers providing 25 Medical Specialties with 100+ Medical Auto-texts and template Smart Links.
  • Search My Command™ (SMC)
    Quick access to, and preview of, all command content in the user's profile with a user-specific favorites list for commands most often utilized (starter favorites lists are available).
  • Clinical Calculators™ (CC)
  • Clinical decision support tools (risk scores, formulas, rules, and calculators) based on algorithms well-established in the healthcare industry for 10 years or more. Clinical Calculators™ assist with both calculation and consistent documentation.

For more information on this Dragon Medical product offering, log in to iSupport and search for solution:

  • #16430: Dragon Medical: PowerPack Productivity Products (Cloud/Plus/EHR) PowerPack Content/Search My Commands™/Clinical Calculators™ - Software Download and Documentation

Dragon Medical NuanceLink medical updates

    Medication Update
    Released 4/20/17.

  • A recent medical update have been made available for Dragon Medical Network Edition (DMNE) customers. The customer's Nuance Management Server (NMS) will automatically "pull" (download) these updates as they become available. Once these updates are downloaded, each update will need customer approval through the Nuance Management Console (NMC) Messages page before the update is made available through the Profile Optimizer Server for distribution to the DMNE end-users. Once approved, the task status can be checked through the NMC Utilities under the Profile Optimizer Task List.

For more information on this Dragon Medical product offering, log in to iSupport and search for solution:

  • #14281: Dragon Medical NuanceLink Medical Updates

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

 

 

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Driven by Dragon - webinar series

New Dragon Medical Support Hears You!
 The following requests from surveyed customers have been implemented:

  • Separate, quarterly, 30-minute webinars streamlined for 2017, are now offered for the following two (2) Dragon Medical product groups:

    Dragon Medical Hosted (Cloud-based) products
    Dragon Medical One
    Nuance Management Center/Server
    Dragon Medical Advisor
    Dragon Medical embedded (Athena, Epic, Meditech)
    PowerMic Mobile
    PowerMic III Microphone
    PowerPack

    Dragon Medical On-Premise products
    Dragon Medical Network Edition
    Nuance Management Center/Server
    Dragon Medical Advisor
    Dragon Medical Practice Edition
    PowerMic III Microphone
    PowerPack

  • Product release updates with an emphasis on pending releases.
  • More technical content with segments from our respective Support engineers.
  • Q&A session at the end with Dragon Medical Support.

Webinar registration

Please click to register your attendance for the future scheduled webinars below. You will then receive information for each registered event.

Dragon Medical Hosted (Cloud-based) products:

Click to Register  Thursday, November 9, 2017 at 2:00 pm EST

Dragon Medical On-Premise products:

Click to Register  Thursday, October 12, 2017 at 2:00 pm EST
 (changed from September 14)
Click to Register  Thursday, December 7, 2017 at 2:00 pm EST

Webinar Video Archive

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

NewAccess to recorded webinars requires an iSupport account and may take several minutes to download and begin playback.


Dragon Medical Hosted
 

Description

Length
(Min:Sec)

File
Size

Posted
Revised

Click to Play

3Q' 2017
September 7

43:23

159 MB

9/8/17

Click to Play

2Q' 2017
May 11

49:13

198 MB

5/11/17

Click to Play

1Q' 2017
February 9

53:53

197 MB

2/13/17

 

Dragon Medical On-Premise
 

Description

Length
(Min:Sec)

File
Size

Posted
Revised

Click to Play

2Q' 2017
June 8

29:48

134 MB

6/8/17

Click to Play

1Q' 2017
March 9

28:42

253 MB

3/9/17

For access to a complete list of archived webinars and to keep current with any changes to the Driven by Dragon Webinar Series, log into 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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Tina
What's new with Tina?

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

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

Recent Improvements
The Dragon Medical Support Team is working to improve customer satisfaction by analyzing customer conversations with Tina and making appropriate changes. Tina was updated on 7/28/17 with the following changes:

  • 37 answers added or enhanced.
  • 126 key search phrases added to improve responses across a myriad of topics.
  • iSupport solutions updated to support improvements.

Here are some of the support topics addressed:

    iSupport Service Request administration
    PowerMic Mobile pairing issues
    Changing UNC path within NMC for DMNE master profile
    PowerMic virtual extensions for button control
    Supported versions of Epic
    Determining version of Dragon Medical products
    Dragon Medical One online tutorial
    Dragon Medical licensing questions
    Nuance virtual extensions for Dragon Medical products
    Support level expectations for EHR/EMR target applications
    Activation problems
    PowerPack resources

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

  • 345 Conversations
  • 81% First Contact Answer (FCA)...where the percentage of user inquiries are resolved with the first answer.

In order to further improve our customers' experience, the Dragon Medical 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.

Play VideoFor a brief demonstration on the operation of Tina, click the VIDEO icon.


 

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iSupport

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:

  • 19704 - DMNE On-Premise Server Software Downloads
  • 14274 - DMNE Client Software Downloads
  • 16657 - DMNE Software Downloads for International Customers - ENG (United Kingdom English)
  • 14111 - Dragon Medical Network Edition Documentation
  • 22387 - Notice of Dragon Mobile applications being retired
  • 16449 - VIDEO: Dragon Medical "Driven by Dragon" - Quarterly Customer Webinar Series
  • 17047 - Administrator Guides for implementing DMNE within Citrix XenApp environments
  • 16967 - Nuance Healthcare Notification Services (NHNS) Introduction and Registration for Dragon Medical
  • 16711 - VIDEO: PowerMic Mobile - Product Release Documentation and Resources

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 see instructions on how to register to become an iSupport member.


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Contacting support

A dedicated Healthcare Support team is available 24x7x365 for the following Dragon Medical products for customers who have an active maintenance contract with Nuance:

    Dragon Medical One
    Dragon Medical Network Edition (DMNE)
    Dragon Medical Practice Edition (DMPE)
    PowerMic Mobile (PMM)
    Dragon Medical Advisor (DMA)
    Dragon Medical Embedded (Athena / Epic / Meditech)

Nuance Healthcare technical support
This organization can offer assistance via remote on-line connectivity to your systems.

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.

Click here for additional information about how to contact Nuance's customer support team is available at Nuance's Technical Support website:

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."

 

 
 

Support is available for our customers with an active maintenance contract by calling toll-free (800) 833-7776 via our "Say Anything" menu. So say, "support for Dragon Medical (product)" at the prompt.

 
 

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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.

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Nuance Healthcare Solutions Global Support Services
Nuance Communications, Inc.

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