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Nuance Healthcare Support Platform
We're excited with last month's launch of the new Nuance Healthcare Support Platform. Thank you for the opportunity to support you!
To log into the new support platform requires a Nuance support account. If you don't have an existing Nuance support account:
Click here to register
and for information about how you get started.
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This Month's eTips
Changes in Dragon Medical One 4.0 - Voice Focus Anchoring
Starting with version 4.0 of Dragon Medical One, users can now anchor the voice (speech) focus to applications hosted in Internet Explorer.
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Note: Voice focus anchoring in Internet Explorer is only supported in applications hosted in docmode 10 or higher. |
When anchoring the voice focus to your target application, you can open and navigate through other applications without removing the voice focus from the target application. Voice focus can be focused to any application that Dragon Medical One can directly write the text in.
The  icon changes to  when the voice focus is anchored to an application. When recording is on, the icon changes to  .
You can change which application has the voice focus anchored to it at any time. Anchoring the voice focus to another application automatically releases the voice focus from the application it was previously anchored to.
Procedure
When working with an application that Dragon Medical One can directly write the text in, perform the following steps to anchor the voice focus:
- Open Dragon Medical One and your target application.
- Place the cursor in your target application where you want the text to be written and press CTRL + ALT + A to anchor the voice focus to your target application.
- Open any other application you need for analysis/reference (for example, your PACS).
- Click and start speaking. The text is written directly in your target application.
Background
Voice focus can be configured to anchor automatically in the Options dialog box by opening the General pane and selecting Anchor the voice focus when recording is started. Before you start recording, place your cursor in the target application; this application will have the voice focus anchored to it.
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Note: If the Dragon Medical Dictation Box is open and automatic anchoring is enabled, when you start recording, it will close. The voice focus is released from a target application when recording is stopped or the application is closed. |
If Anchor the voice focus when recording is started is not selected, you can manually anchor the voice focus via voice command, hotkeys or microphone button. The voice focus is released from an application when it is closed or you say "release speech focus".
If the voice focus is anchored to a target application and you open the Dictation Box, the voice focus is released from the application. If the Dictation Box is open when you anchor the voice focus to an application, it is automatically closed.
It is not possible to anchor the voice focus to unsupported applications. If you try to anchor the voice focus to an unsupported application, the Dictation Box opens.
To learn more and to keep current with any changes to this topic, review this topic within the Dragon Medical One Desktop Application's Help resource.
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Creating a support case for Dragon Medical products.
Customers can create support cases in the Nuance Healthcare Support Platform for any of the following Dragon Medical products:
- Dragon Medical Advisor
- Dragon Medical Direct
- Dragon Medical Embedded
- Dragon Medical Network Edition (DMNE)
- Dragon Medical One
- Dragon Medical Power Pack
- Dragon Medical Practice Edition
- Dragon Medical Server
- Dragon Medical Workflow Edition
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Note: You should always contact support via telephone for emergency support (24x7) for issues requiring immediate assistance. See Contacting Support for telephone contact details. |
Once you log into support, you can contact us and create your own case if you need Technical Support to solve an issue.
To contact Dragon Medical Support and create your own case:
- From the support Welcome page, select Contact support.
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Note: From Ask the community, you can network with your industry colleagues and ask questions and share information. |
- From the Contact support list, select Dragon Medical Support.
The Contact Dragon Medical Support page displays.
- Complete all the required fields as indicated by the *.
| *Type
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Select one of:
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| *Case Urgency
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Select one of:
If you have a down system or a critical issues, please call Nuance Support. |
| *Subject |
Enter a subject that best describes the case. |
| *Product |
Select one of the Dragon Medical products below:
- Dragon Medical Advisor
- Dragon Medical Direct
- Dragon Medical Embedded
- Dragon Medical Network Edition (DMNE)
- Dragon Medical One
- Dragon Medical Power Pack
- Dragon Medical Practice Edition
- Dragon Medical Server
- Dragon Medical Workflow Edition
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| *Description |
Enter a description that best describes the case. |
| Version Information |
If known, please enter the product version information. |
| On Behalf Of |
If you are a Partner submitting this case on behalf of your client, please let us know. |
In this example, the following fields were filled in:
- Click Confirm.
The Case is opened and a case owner is assigned. You will see a new Case page display with the Details of the Case Information you entered. For example:
You will be contacted by an assigned Technical Support Case Owner.
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Checking the status of a support case.
Checking the status of your cases (service request) is quick and easy from the new Nuance Healthcare Support Platform.
To check the status of your case(s):
- From the support navigation menu, select Cases.
The Cases page displays.
From the Cases drop-down, the following views are available:
The following tables provide a brief description of the icons and description of the data found on the Cases page.
| All Cases |
Provides a list of all open and closed cases. |
| All Closed Cases |
Provides a list of closed cases. |
| All Open Cases |
Provides a list open cases. |
| Cases Past 7 Days |
Provides a list of cases with the status that is open or closed past 7 days. |
| Recently Viewed |
Provides a list of the cases that were last viewed by the user who is logged in. |
| Recently Viewed Cases |
Provides a view that contains the list of the cases with users who are the contacts of the case. |
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List View Controls - Lets you resize the column widths to the original view. |
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Display as Table - Lets you view the data in a Table or Kanban view. |
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Refresh - Lets you refresh the case data. |
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Inline Edit - Lets those with permission edit a case. |
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Show Charts - Lets you see charts if available. |
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Show/Hide Filters - Lets those with permission the ability to show/hide filters. |
| CASE NUMBER |
Number assigned to the case.
This column can be sorted in ascending or in descending order.
You can clip the text to minimize the column size, or wrap the text to view the entire contents of the field. |
| CONTACT NAME |
The person who has been associated as the contact for the case.
You can clip the text to minimize the column size, or wrap the text to view the entire contents of the field. |
| ACCOUNT NAME |
The company name associated with the account number of the case.
You can clip the text to minimize the column size, or wrap the text to view the entire contents of the field. |
| SUBJECT |
Description provided about the case. |
| STATUS |
New - The case is added and in queue to be reviewed and assigned to Technical Support.
Re-Opened - The closed case is re-opened.
Closed/Resolved - The case is closed and/or resolved. |
| PRIORITY |
System Down - Incidents involving system-wide failures or service disruptions that result in a significant loss of core functionality.
High - Incidents involving failures or service degradation that result in a partial loss of core functionality. Generally, High severity incidents result in a partial loss of functionality that does not prevent end-users from utilizing core product functionality.
Medium - Incidents which are routine in nature; minor, general, or isolated incidents that typically affect a small number of users, or a single-user; and can be resolved with workarounds, specific steps, or known corrective procedures.
Low - Designates routine requests for information or assistance when no service disruption has occurred. |
| DATE/TIME OPENED |
Displays the date and time the case was created. |
| CASE OWNER |
Displays the case name of the queue or agent to which the case is assigned. |
- In the Case column, click the case number of the case for which you want a status.
The Case Page displays the case you selected with the Status of the case. In this example, the case has been assigned to a Technical Support agent.
Additional permissions may be required to view more than just your own cases such as cases related to your facilities' accounts and sites.
To request additional case view permissions, please see Available Resources and contact Nuance for assistance.
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Requesting an update on your support case and attaching files.
Requesting an update of your cases (service request) is as simple as posting a message to your case on the new Nuance Healthcare Support Platform.
To request an update on your case(s):
- From the support navigation menu, select Cases.
The Cases page displays.
- In the Case column, click the case number for which you want an update.
The Case Page displays for the case you selected with the Status of the case.
- In the Post section, enter your message requesting an update, and click Share.
- When posting to the chatter feed, you can @mention someone to copy them on the post. This notifies the @mention-contact named directly of your post.
It is recommended to copy the support agent assigned to the case on all case-related posts.
- You can also include file attachments by clicking the attachment icon.
- Click Share when finished.
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Closing a support case.
If you need to close your case, you can do so from the Nuance Healthcare Support Platform. Closing a case stops all communication to our Technical Support agents.
To close your case(s):
- From the support navigation menu, select Cases.
The Cases page displays.
- In the Case column, click the case number for which you want an close.
The Case Page displays for the case you selected.
- Click Edit.
The Edit Case page for the case displays.
- From the Status drop-down list, select Closed/Resolved, and then click Save.
The Status of the case now displays Closed/Resolved.
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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 Server (NMS) version 5.9
Dragon Medical One Version 4.0 HF1
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