---
title: "WFM + Outlook"
slug: "wfm-outlook"
description: "Streamline scheduling for freelance agents in Dialpad WFM by creating and sharing an Outlook calendar. "
updated: 2024-12-13T22:42:22Z
published: 2024-12-13T22:42:22Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WFM + Outlook

If you’re managing freelance or temporary agents who aren't in your HR system, it's helpful to set up a dedicated calendar for them in Dialpad WFM to streamline scheduling and visibility.

Let’s go over how to do this with an Outlook calendar.

> [!NOTE]
> Who can use this
> 
> Dialpad WFM is available to all Dialpad users.
> 
> Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.

## Create an Outlook calendar

First things first, you’ll need to create a new Outlook calendar.

1. Open **Outlook**
2. Select **Calendar**
3. Select **Home**, then **Open Calendar**
4. Select**Create New Blank Calendar**
5. Name your calendar
6. Choose where to save it in your mailbox
7. Select **OK**

## Share an Outlook calendar with your team

Once your calander has been created, its time to share it with your team.

1. Open **Outlook**
2. Select **Calendar**
3. **Right-click** on your new calendar
4. Select **Share**, then**Calendar Permissions**
5. Select **Add**
6. Select the user that you would like to view your new calendar.
7. Select **Add**, then **OK**
8. Select the user's name
9. Check the **Folder Visible** box, then select **OK**
10. Select **Calendar**
11. **Right-click** on the calendar you want to share, then select **Share Calendar**

## Add an Outlook iCal link into Dialpad WFM

Next, its time to add your Outlook calendar’s iCal link into Dialpad WFM.

1. Open **Outlook**
2. Select **Settings**
3. Search for **Publish a calendar**
4. Select the calendar
5. Select the **'show all details'**permission
6. Click**Publish**
7. Select the ICS link, then **Copy link**to copy the calendar address in an iCal format
8. Go to your **Dialpad WFM Settings**
9. Navigate to **Integrations**
10. Select **Time off**
11. Enter the **iCal link**
12. Name the iCal link
13. Select**Save** ![ical-link](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ical-link.png)

## Frequently asked questions

### How do I add time off events in my Outlook calendar?

To add time off events in your Outlook calander:

1. Create a**new event** in your calendar
2. Select the time of day this agent will be on time off
3. In the title of the event include:
  1. the agent's first and last name, exactly as they appear in Dialpad WFM, including any punctuation.
  2. Then, include any of these keywords so Surfboard knows which events are time off:
    1. time off
    2. holiday
    3. vacation
    4. absences
    5. away
    6. leave
    7. absence
    8. appointment
  3. ooo
  4. substitute day
  5. sickness
  6. sick
  7. maternity
  8. paternity
  9. jury
  10. floater day
  11. substitute
  12. not available
  13. vacaciones
  14. urlaub
4. Make sure that the calendar event is added to the time off calendar you created and added to Dialpad WFM.
5. Once created, events will show up in Dialpad WFM within 20 minutes.

## Will Dialpad also pull meetings from this calendar?

No, when a calendar is added as a time off calendar, Dialpad will only pull in events as time off blocks.

To sync in meetings or other events, invite [block@teamdialpadwfm.com](mailto:block@teamdialpadwfm.com) to the event and it will be synced into the schedule.

### Why are my team's time off bookings not showing in Dialpad WFM?

There are a few common reasons why bookings may be missing:

- The data hasn't refreshed yet: Dialpad syncs data from time off calendars every 20 minutes.
  - Check back after a few minutes.
- The agent's name did not match their name in Surfboard exactly.
  - Check for spelling mistakes or missing punctuation, e.g. Fernandez instead of Fernández.
- A keyword wasn't included.
  - Check that the time off booking includes one of the keywords listed above. If there is a keyword your team use that isn't included (e.g. another language or time off policy) but vital for your workflows, then please contact Customer Care.

### Can I add more than one calendar?

Yes, you can add an unlimited amount of time off calendars to Dialpad WFM.

## Related

- [Sync Meetings and Calendar Events](/sync-meetings-and-calendar-events.md)
- [WFM + Google Calendar](/wfm-google-calendar.md)
- [Scheduling 101](/scheduling-101.md)
- [Scheduling Conflicts](/scheduling-conflicts.md)