Virtual environment support

Dragon Medical One was built from the ground up as a pure virtual application to allow for rapid deployment and help ease the burden on overworked IT staff. For doctors to dictate from an endpoint, you may need to install vendor-specific microphone and audio compression extensions.

Benefits

The Nuance custom audio channel significantly reduces the bandwidth requirements for audio transmission from the client end point to the virtual application. Nuance provides custom audio channel implementations for Citrix, Omnissa (formerly VMware) and RDS.

These custom audio channels are automatically installed on the server when you deploy the main Dragon Medical One application. The client components of the extensions still need to be installed on the client PC using the installation packages below.

For more information on the available audio solutions for your configuration, see Audio Routing Solutions in Virtualized Environments.

Compatibility

The Nuance virtual extensions are designed to be backward compatible from Dragon Medical One to the client end point. This means you can run newer versions of Dragon Medical One in your virtual environment and they will be compatible with older versions of their corresponding client end point extension. The following recommendations and restrictions apply:

• Compatibility for up to one year: New versions of Dragon Medical One are backward compatible with the corresponding end point virtual extensions for up to a year.
• Best practice (end point): We recommend that you update your client end point extension as soon as possible to benefit from fixes and optimizations applied to the extensions.

PowerMic Mobile

PowerMic Mobile gives clinicians the freedom to roam from workstation-to-workstation, room-to-room and location-to-location to complete clinical documentation using their smartphone as a microphone at the desktop.

Deployment and end user setup

Using PowerMic Mobile with Dragon Medical One

Mobile device management (MDM) support for PowerMic Mobile

Advantages of MDM

Using MDM to deploy and configure PowerMic Mobile provides the following benefits:

• Site administrators can centrally manage shared devices, including deploying and configuring PowerMic Mobile. This means that the site administrator or end user does not have to install PowerMic Mobile from the App Store or Google Play. New devices can be set up quickly.
• The configuration URLs are loaded via MDM. The user does not need to access the configuration URLs and does not need to understand how to use them; this reduces the amount of time needed for training and administration tasks.
• Removes the risk that the web browser or email client renders the configuration URLs incorrectly.
• Site administrators can conform to security standards by controlling which apps are installed on managed devices and how the apps are configured.

Deploying PowerMic Mobile via MDM

AppConfig standard

PowerMic Mobile supports MDM configuration via the AppConfig standard (appconfig.org). Most major MDM vendors have adopted the AppConfig standard, including Omnissa Workspace One (formerly VMware Airwatch), MobileIron, Cisco Meraki and Sophos. If your MDM solution does not belong to AppConfig, it might still be possible to use the PowerMic Mobile MDM configuration file with your MDM solution or to extract the configuration elements from the XML file and load them into your MDM solution. For more information, see the documentation provided by your MDM vendor.

Software requirements

PowerMic Mobile

• You will need access to the PowerMic Mobile apps available in the App Store and Google Play. Search for these apps from your MDM solution:

  iOS: https://apps.apple.com/us/app/powermic-mobile/id983002170?ls=1

  Android: https://play.google.com/store/apps/details?id=com.Nuance.Mobility.DMic.Live&hl=en

iOS

• The device must be enrolled with Apple's MDM protocol.

• PowerMic Mobile must be provisioned and installed via Enterprise Mobile Management for the PowerMic Mobile configuration values to take effect.

  For more information, see: https://www.appconfig.org/ios.html

Android

• Android version 6.0 or higher.

• Devices must be enrolled in Android for Work.

• The PMM app must be provisioned and installed via Enterprise Mobile Management for the PowerMic Mobile configuration values to be applied. Use an MDM solution to push Android for Work public applications to devices. This process includes adding and approving applications for integration between your MDM solution and Android for Work from the Google Play Store which can be accessed from your MDM solution.

  For more information, see: https://www.appconfig.org/android.html

MDM configuration file

You will need an edited version of the MDM configuration file. Copy the sample XML at the end of this page to a text editor, modify the values for the PMMConfigurationName and PMMConfigurationURL parameters within the <dict> element and save the file with a .XML file extension.

• PMMConfigurationURL: The configuration URL provided in the Nuance welcome letter. This parameter is required in the MDM configuration file. If the parameter value is blank or invalid, PowerMic Mobile will ignore it.
• PMMConfigurationName: The profile name that will be associated with the configuration URL. Your users will select this profile name when they log on to PowerMic Mobile. Provide a name that will be intuitive for your users, such as the name of the site or department. For example, "Main hospital" or "Pain center."

This parameter is optional. If you do not specify a value for the parameter, PowerMic Mobile will generate a profile name; for example, "Profile 1".

Note: You can define a single profile in the MDM configuration file. If your users need multiple profiles because they work with multiple NMS organizations, use the MDM file to define the profile that will be used by the majority of your users. Users who need access to additional organizations will need to add additional profiles in PowerMic Mobile via the corresponding configuration URLs. Gather the required configuration URLs from the Nuance welcome letters and then distribute them to your users via the Nuance-hosted web page or via email.

Validating a configuration URL

It might be necessary to validate your configuration URL; for example, if the URL has been edited for an on-premises deployment. Proceed as follows:

1. Make the configuration URL accessible on a mobile device where PowerMic Mobile 4.0 or higher is installed. For example, send it in an email or access it from a web page. Be aware that the configuration URL is specific to Android or iOS.
2. On the mobile device where PowerMic Mobile is installed, copy the configuration URL to the clipboard.
3. Launch PowerMic Mobile.
4. On the logon screen, tap Settings.
5. Tap Add a Profile.
6. Paste the configuration URL into the Add Profile screen.

If the URL is valid, the Valid URL message is displayed.

Deployment procedure

We use Omnissa Workspace One as an example MDM solution. The procedure is similar for other MDM solutions that support the AppConfig standard.

Proceed as follows:

1. Log on to Omnissa Workspace One.
2. In the sidebar, click Apps and Books and select List View.
3. Open the Public tab and click Add Application.
4. On the Add Application tab, select iOS or Android from the Platform list.
5. Select Search App Store, enter PowerMic Mobile in the Name field and click Next.
6. Click the PowerMic Mobile app icon in the search results.
7. Click Approve to enable distribution of the app.
8. On the Add Application tab, click Import from App Store or Import from Play and click Next.
9. Make sure PowerMic Mobile is selected in the app list and click Import.
10. Click Add Assignment and then click Save and Publish.

11. Complete the following fields in the Add Assignment dialog box:

    Assignment Groups: Select the distribution groups to which you want to assign PowerMic Mobile.

    App Delivery Method: Select Auto.

    Deployment Begins On: Select a date to start installing PowerMic Mobile.

    Managed Access: Select Enabled.

    Application Configuration: Select Enabled.

12. Click Upload XML and browse to the location where you saved the MDM configuration file.
13. Click Add.
14. Click Publish.

PowerMic Mobile will be installed on managed devices, starting on the date you specified. When your users launch PowerMic Mobile, it will already be configured with the profile defined in your MDM configuration file. To begin using PowerMic Mobile, users enter their user name and tap Log In.

<managedAppConfiguration>    
    <version>1.4</version>
    <bundleId>com.nuance.mobility.dMIC</bundleId>
    <dict>
        <string keyName="PMMConfigurationName">
            <defaultValue>
                <value>Enter the profile name here</value>
            </defaultValue>
        </string>
        <string keyName="PMMConfigurationURL">
            <defaultValue>
                <value>Enter your configuration URL here</value>
            </defaultValue>
        </string>
    </dict>
    <presentation defaultLocale="en-US">
        <field keyName="PMMConfigurationName" type="input">
            <label>
                <language value="en-US">Configuration Name</language>
            </label>
            <description>
                <language value="en-US">This is the default profile name for your organization in PowerMic Mobile.</language>
            </description>
        </field>
        <field keyName="PMMConfigurationURL" type="input">
            <label>
                <language value="en-US">Configuration URL</language>
            </label>
            <description>
                <language value="en-US">This is the configuration URL to set up the profile for your organization in PowerMic Mobile.</language>
            </description>
        </field>
    </presentation>
</managedAppConfiguration>

Documentation

Download these guides and visit the Learning Center for detailed information on installing Dragon Medical One, managing your organization and working with speech recognition.

Administration guides

• Dragon Medical One Installation and Administration Guide

• Audio Routing Solutions in Virtualized Environments

End user help

• Dragon Medical One User Guide

• PowerMic Mobile User Guide

• Learning Center

Service level agreement (SLA) history and service status

SLA history page

Dragon Medical cloud services provide real-time speech recognition for Dragon Medical One as well as hundreds of partner applications. At Nuance, we recognize the critical role of real-time speech recognition in creating robust clinical documentation and delivering timely, personalized patient care. In order to provide complete transparency, this status page provides historical insight into the overall uptime and SLA compliance of our Dragon Medical cloud services.

Open the SLA page

Nuance service status page

In addition to the SLA history page, Nuance also provides a service status page that provides a real time health check of our cloud services. If your users are experiencing any issues you can use this status dashboard to determine the health of our cloud services.

Open the status page

Technical support

Technical support from the Nuance Healthcare Solutions Support Center is provided during the term of the Service Agreement. An authorized contact (registration required) should submit an online support case from our Nuance Healthcare Support Platform web page.

Telephone support is recommended for emergency assistance (24x7) and follow-up or escalation of existing support cases created through our Nuance Healthcare Support Platform web page.

No on-site service is available for this product.

Web-based support

Registered Nuance Healthcare Support Platform customers have access to Knowledge Base solutions, plus the ability to submit support cases online. The average response time for web-based support cases is four (4) hours during normal business hours, 8:00 AM to 8:00 PM EST, Monday through Friday.

1. Log in to Nuance Healthcare Support with your Nuance Healthcare Support Platform user ID and password.
2. On the Home page, click the Contact support option, and then select Contact Dragon Medical Support.
3. On the Contact Dragon Medical Support page, select Type and Case Urgency.
4. In the Subject field, enter the subject of your case.
5. Select Dragon Medical One as the product and then enter a description of your issue in the Description field.
6. Click Confirm once you have entered all the required fields to create your case.
7. Use the Post section on the right side of the Case Details screen to add attachments such as log files or error image files.
8. For future reference, make note of the case number presented.

Telephone support

Telephone support is recommended for emergency assistance (24x7) and follow-up or escalation of existing support cases created through our Nuance Healthcare Support Platform web page.

1. Call the Nuance Healthcare Solutions Support Center at 800-833-7776.
2. At the prompt, say: "Support for Dragon Medical One". Your call will be answered by the next available support engineer.
3. If you are following up on an existing support case, provide your support case number to the support engineer.
4. If this is a new support case, have your customer account number ready; the support engineer will verify your customer, authorized contact and contract information and will open a new support case.

The Nuance Healthcare Solutions Support Center will provide product support to authorized contacts of Dragon Medical One customers during the term of the Service Agreement. The customer is responsible for registering, through our Nuance Healthcare Support Platform web page, two (2) trained authorized contacts per customer site, who may contact the Nuance Healthcare Solutions Support Center for technical support on Dragon Medical One.

The trained authorized contacts are defined as customer personnel possessing a reasonable level of operational competency with Dragon Medical One. This can be accomplished through a review of Dragon Medical One product documentation or hands-on product experience. A customer site is defined as any physical location or organizational entity that requires separate administration within the customer's environment.

Registered Nuance Healthcare Support Platform customers have access to Knowledge Base solutions, plus the ability to submit support cases online.

Registering authorized contacts

To register an authorized contact please email hc.support@nuance.com to have your Nuance Healthcare Support Platform account activated.

You will need to provide the following information in the email request:

• Your Company Name
• Oracle Customer Account Number: Enter the number provided in your Dragon Medical One Welcome Kit.
• Product Name: Enter Dragon Medical One.
• Contact Information: Enter the name, phone number and email address of each authorized contact to be registered.

When your account is activated, you will receive an email containing your Nuance Healthcare Support Platform account credentials. You can then log on to your account and take advantage of the site features. Approvals may require up to one (1) business day to process. If immediate support is needed during the approval process, please use the telephone support procedure.