Microsoft Outlook Calendar Sync - User Instructions

Opening the Calendar Sync Screen

In Prime, go to Search.
Choose Custom Search.
Click the Microsoft Outlook Calendar Sync button.

This opens the Microsoft 365 / Outlook Calendar Sync screen.

Important Privacy Warning

Be careful when enabling Outlook to Prime sync.

If you turn on Outlook to Prime, events from your Microsoft Outlook calendar may be copied into Prime. Depending on your organization's Prime permissions, calendar entries imported into Prime may be viewable by other Prime users, supervisors, administrators, or staff who have access to calendar screens, reports, or related records.

Do not enable Outlook to Prime sync if your Outlook calendar contains private or personal information that should not appear in Prime.

Examples may include:

Personal medical appointments
Family events
Private reminders
Confidential organization meetings
Events not intended for Prime users to see

If you only want Prime calendar items to appear in Outlook, use Prime to Outlook only.

Screen Overview

The Microsoft Outlook Calendar Sync screen shows your current Microsoft 365 calendar connection and sync settings.

Status Fields

Prime Staff SNUM

Shows your current Prime staff number.

Connection Status

Shows whether your Prime account is connected to Microsoft 365.

Common values include:

Not signed in to Microsoft 365 from Prime.
Connected / enabled
Connected / disabled

Calendar Sync Enabled

Shows whether calendar sync is currently enabled for your Prime user account.

Deleted Items Pending Review

Shows how many Outlook-deleted calendar items are waiting for you to review in Prime.

Prime to Outlook

Shows whether Prime is allowed to send calendar items to Outlook.

If this is turned on:

Prime calendar entries can be created, updated, or deleted in Outlook.

Outlook to Prime

Shows whether Outlook is allowed to send calendar items into Prime.

If this is turned on:

Outlook calendar entries can be imported or updated in Prime.
Outlook-deleted items may appear in Prime's deletion review list.

Privacy warning: Only turn this on if Outlook calendar items are appropriate to appear in Prime.

Last Successful Sync

Shows the last time a sync completed successfully.

Last Sync Attempt

Shows the last time Prime attempted to run calendar sync.

Microsoft Account Connection

Shows the Microsoft account currently connected to Prime.

This may include:

Display Name
User Principal Name
Mail

Make sure this is your correct Microsoft 365 account.

Last Sync Message / Error

Shows the most recent sync message or error.

If sync fails, support staff may ask you to provide this message.

Buttons and What They Do

Sign in / Reconnect

Use this button to connect your Prime account to Microsoft 365.

Click this button when:

You are setting up calendar sync for the first time.
Your Microsoft password changed.
Your Microsoft connection stopped working.
You connected the wrong Microsoft account.
Support staff asks you to reconnect.

After clicking the button, a Microsoft sign-in window opens. Sign in using the Microsoft 365 account that belongs to you.

Important: Do not sign in with another user's Microsoft account.

Test Connection

Checks whether Prime can still connect to your Microsoft 365 account.

Use this after signing in or reconnecting.

If the test succeeds, your Microsoft connection is working.

If the test fails, try Sign in / Reconnect.

Sync Now

Runs calendar sync for your account.

The exact sync behavior depends on your direction settings:

Prime to Outlook = On
    Prime sends calendar entries to Outlook.

Outlook to Prime = On
    Outlook sends calendar entries to Prime.

Both directions = On
    Prime and Outlook sync both ways.

Both directions = Off
    No calendar sync occurs.

This is the normal button users should press when they want to sync their calendar.

Review Deleted Items

Opens the Outlook Deleted Calendar Review screen.

Use this when the screen shows one or more deleted items pending review.

This happens when an event that Prime knows about was deleted from Outlook.

Prime does not automatically delete the Prime calendar item. Instead, Prime asks you what should happen.

The review screen may allow options such as:

Recreate in Outlook
Keep Prime Only
Accept Delete

Recreate in Outlook

Use this if the item should still exist in Outlook.

Prime keeps the Prime calendar item and creates a new Outlook event.

Keep Prime Only

Use this if the item should remain in Prime but should no longer sync to Outlook.

Accept Delete

Use this only if the Prime calendar item should also be deleted.

Be careful with Accept Delete. This may remove the calendar entry from Prime.

Enable My Sync

Turns calendar sync on for your Prime user account.

If both sync directions are off, enabling sync may turn on both directions by default, depending on your organization's setup.

After enabling sync, review the direction settings:

Prime to Outlook
Outlook to Prime

Make sure they are set the way you want.

Disable My Sync

Turns calendar sync off for your Prime user account.

Use this if you do not want Prime and Outlook to sync.

When sync is disabled:

Prime will not send calendar items to Outlook.
Outlook will not send calendar items to Prime.
Sync Now will not perform calendar syncing for your account.

Turn Prime to Outlook On / Off

Controls whether Prime is allowed to send calendar entries to Outlook.

When Prime to Outlook is on:

New Prime calendar entries can be created in Outlook.
Changes made in Prime can update Outlook.
Calendar items deleted in Prime can be deleted from Outlook.

When Prime to Outlook is off:

Prime will not send calendar changes to Outlook.

Use this option if you want Prime to be the source calendar and Outlook to receive Prime calendar items.

Turn Outlook to Prime On / Off

Controls whether Outlook is allowed to send calendar entries to Prime.

When Outlook to Prime is on:

New Outlook events can be copied into Prime.
Outlook event changes can update Prime calendar entries.
Outlook-deleted events may appear in Prime's deleted-item review list.

When Outlook to Prime is off:

Outlook events will not be imported into Prime.
Outlook changes will not update Prime.
Outlook deletions will not be brought into Prime for review.

Privacy warning: If your Outlook calendar contains private or personal items, do not turn on Outlook to Prime unless those items are appropriate to appear in Prime.

Refresh Status

Refreshes the information shown on the screen.

Use this after making changes or after completing a sync.

Close

Closes the Microsoft Outlook Calendar Sync screen.

Recommended Setup Choices

Option 1: Prime to Outlook Only

Use this if you want Prime calendar items to appear in Outlook, but you do not want Outlook items imported into Prime.

Settings:

Prime to Outlook: On
Outlook to Prime: Off

This is the safest option if your Outlook calendar contains private information.

Option 2: Outlook to Prime Only

Use this if you want Outlook events copied into Prime, but you do not want Prime calendar changes sent back to Outlook.

Settings:

Prime to Outlook: Off
Outlook to Prime: On

Use this carefully because Outlook events may become visible in Prime.

Option 3: Two-Way Sync

Use this if you want Prime and Outlook to keep each other updated.

Settings:

Prime to Outlook: On
Outlook to Prime: On

This is the most complete sync option, but users should be careful not to edit the same calendar item in both systems at the same time before syncing.

Option 4: Sync Disabled

Use this if you do not want calendar sync for your account.

Settings:

Calendar Sync Enabled: No

First-Time User Setup

Open Search.
Choose Custom Search.
Click Microsoft Outlook Calendar Sync.
Click Sign in / Reconnect.
Sign in using your Microsoft 365 account.
Return to Prime.
Click Test Connection.
Confirm that the connection works.
Choose your sync direction:
- Turn Prime to Outlook on or off.
- Turn Outlook to Prime on or off.
Click Enable My Sync if sync is not already enabled.
Click Sync Now.

Normal Daily Use

To sync your calendar:

Open Search.
Choose Custom Search.
Click Microsoft Outlook Calendar Sync.
Review your settings.
Click Sync Now.
Wait for sync to complete.
If deleted items are pending review, click Review Deleted Items.

What Happens During Sync

Depending on your settings, Prime may:

Send Prime calendar entries to Outlook.
Update Outlook when Prime calendar entries change.
Delete Outlook events when the matching Prime calendar entry is deleted.
Import Outlook events into Prime.
Update Prime calendar entries when Outlook events change.
Mark Outlook-deleted events for review instead of automatically deleting Prime calendar entries.

Recurring Outlook Events

Recurring Outlook events are handled as individual calendar entries in Prime.

For example, if Outlook has a daily recurring event for three days, Prime may show three separate calendar entries.

Prime does not currently edit the Outlook recurrence pattern itself.

Private Outlook Events

If Outlook to Prime sync is enabled, Outlook events may be imported into Prime.

Private or confidential information in Outlook may become visible in Prime depending on your organization's Prime permissions.

If you are unsure whether Outlook events should be visible in Prime, use:

Prime to Outlook: On
Outlook to Prime: Off

or ask your supervisor or administrator before enabling Outlook to Prime sync.

Troubleshooting

Sync does not run

Check:

Are you signed in to Microsoft 365?
Is Calendar Sync Enabled?
Is at least one sync direction turned on?
Does Test Connection work?

Outlook events are not appearing in Prime

Check:

Outlook to Prime = On
Calendar Sync Enabled = Yes

Also make sure the event is within the organization's sync date range.

Prime events are not appearing in Outlook

Check:

Prime to Outlook = On
Calendar Sync Enabled = Yes

Also make sure the Prime calendar item belongs to your staff account.

Deleted Outlook item keeps showing for review

Open Review Deleted Items and choose the correct action:

Recreate in Outlook
Keep Prime Only
Accept Delete

Wrong Microsoft account is connected

Click:

Sign in / Reconnect

and sign in with the correct Microsoft 365 account.

Error message appears

Write down or copy:

The error message
The date and time
The calendar item involved
Whether the item was changed in Prime or Outlook

Then contact support.

Best Practices

Sync after making calendar changes.
Avoid editing the same calendar item in both Prime and Outlook before syncing.
Review deleted Outlook items regularly.
Be cautious before enabling Outlook to Prime sync.
Do not connect another person's Microsoft account to your Prime login.
If your Microsoft account changes, use Sign in / Reconnect.