Jobs Are Not Going To ShadowScribe ASR Speech Engine

Client is enabled for ASR but jobs are not going through ASR

Jobs can fail to go to the speech engine for a number of reasons. This article is a checklist of things to review to troubleshoot this issue.  There are three places to check to uncover the likely cause of this issue: the setup, user work habits, and client configuration.

CHECK SETUP

Is the user enabled for ASR?
A user must be enabled for ASR in order for jobs to be sent to the speech engine. Verify the user is enabled by going to Client Maintenance > Users and expanding the “User Information” section. Check the “Nuance Speciality” drop down to ensure a speciality has been selected. If this is blank, then you need to select a speciality.

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Has the document type been enabled for ASR?
If the user setup is correct, then check the document type setup. Go to Client Maintenance > Document Types and edit the document type or types that are in question. Expand the “Document Type Information” section and check the “Nuance Document Type” drop down. Make sure this is not blank. All document types going to ASR must be mapped to a Nuance Document Type. If it’s blank, select the appropriate document type.

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Has the user been excluded from using a certain document type? Check User Exclusions
If the document type is properly mapped, check to ensure the user has not be excluded for a certain document type.

1. On the document types screen click the “Edit ShadowScribe Users” link.

2. Check the “Excluded Users” box. Make sure the user in question is not excluded. If they are, those jobs for that document type and user will not go to ASR.

3. Verify that the “Enable selected document type for ShadowScribe” box is checked. If unchecked, the entire document type will not go to ASR for all users regardless if they are listed as “Included Users” or not.

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If the document type and user setup is correct then you need to check the user’s work habits.

CHECK USER WORK HABITS

Did the user pick a document type?
A document type must be selected for the job submission to the ASR system. You can verify this by looking at any of the outstanding jobs in question, looking at the “Dictation Information” section. If the “Document Type” is blank (the Nuance Document Type will be blank also), then the user did not select a document type. This often occurs when the user is dictating on an un-configured device such as a hand held recorder, or is simply not selecting a document type.

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There are two ways to resolve this.
1. Work with the client or customer and request the user to pick a document type. This is the BEST solution.

2. Set a default document type for the user. Go to Client Maintenance > Users and expand the “Dictating Clinician Options” section. Set the default document type for the individual user. The document type should be the one dictated most often.

Note: It is recommended to use Solution 2 when attempts to work with the client or customer have failed and the user will remain on ASR. This will cause the ASR system to use the default for ALL dictated document types. In some cases MT or MLS productivity will be impacted. A draft will be created with the default which may have different template and formatting requirements. The MT or MLS will have to switch the document type and spend extra time correcting the format so it matches the dictated one. This also prevents ASR learning from corrections on the intended document type because the processed document type will have changed.

If the User and Document Type is setup correctly, and a Document Type is selected the last place to check is the client configuration.

CHECK CLIENT CONFIGURATION

The client configuration is what enables the entire client for ASR. To enable the client, a Nuance Configuration must be selected. By looking at either outstanding or delivered jobs, in the Dictation Information section, you can check the “Nuance Configuration”. If this is blank then a configuration is not set. A configuration must be set in order for client to submit jobs to ASR.

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If the configuration is not set, a support ticket must be opened to set the configuration.

Conclusion

By checking all of these areas, the issue is usually discovered. If all of these areas have been verified, and the problem still persists, please open a support ticket for further investigation.