CRM Connected Dialer (Orum, Nooks, etc) - Setup Guide

Last updated: February 24, 2026

Overview

The CRM-Connected Dialer integration enables seamless connectivity between Amplemarket and any dialer that's connected to your CRM, including Orum, Nooks, or native CRM dialers. This integration automatically synchronizes call tasks and dispositions between Amplemarket and your external dialer through your CRM.

Video: end-to-end setup & walkthrough

Watch this comprehensive video tutorial to see the complete setup process and learn how to configure your CRM-connected dialer with Amplemarket.

How It Works

When enabled, Amplemarket:

  • Creates call tasks in your CRM for contacts/leads that have due or overdue call tasks in Amplemarket

  • Automatically generates dynamic reports containing all contacts with pending (due/overdue) call tasks

  • Syncs call dispositions from your external dialer back to Amplemarket

  • Advances sequences based on call outcomes

  • Logs all interactions in Analytics for comprehensive tracking

Note: Only due or overdue tasks are pushed - upcoming tasks remain in Amplemarket until they become due.

Prerequisites

Before configuring this integration, ensure you have:

Basic Requirements:

  • An active CRM connection (Salesforce or HubSpot) configured in Amplemarket

  • A dialer that's connected to your CRM (Orum, Nooks, etc.)

  • Admin access to configure integrations in Amplemarket

Note: The dialer integration option will be grayed out if you don't have an active CRM connection. Ensure your CRM is connected first.

User Requirements:

  • Each Amplemarket user must have a corresponding CRM user account with the exact same email address (case sensitive) for the integration to work

  • If a user appears grayed out in the selection dropdown, see our  troubleshooting guide for solutions

CRM Permissions:

  • The Amplemarket integration user must be able to:

    • create and delete tasks assigned to users using the integration

    • create and delete reports public in folders (salesforce)

    • create and delete lists (hubspot)

  • The integration will show a banner with specific missing permissions if required permissions are not granted, and the "Enable" button will be disabled.

  • Contact your CRM administrator to grant the required permissions listed during setup

Note: If your Amplemarket integration user is positioned lower in the role hierarchy than your sales reps, it cannot delete their tasks (see article). 

See our FAQ guide for detailed steps on resolving role hierarchy issues

CRM Field Mappings:

  • Ensure critical fields are mapped in your CRM integration settings

    (Settings → Integrations → CRM → Mappings):

    • Phone number fields (required for dialing)

    • Last Sequence Name (helpful for filtering and context)

    • Location fields (helpful for timezones & territories)

    • Any other fields your team needs during calls

Contact/Lead Push Settings:

  • For the dialer to reach out to a prospect, they must be pushed to your CRM before the call task is created. Ensure one of the following:

    • Enable "Push all Contacts" in your CRM push settings, OR

    • Enable the "Early Push" toggle in the dialer integration's advanced settings

  • To be pushed to the CRM, all prospects must have email addresses in Amplemarket, OR "Push placeholder emails" must be enabled in advanced settings to create temporary addresses for these contacts.

    (e.g. 22731351abfbec506d3adebae03f6337@amplemarket-placeholder.com)

API Considerations:

  • This integration will increase your CRM API call consumption due to frequent syncing

  • Monitor your API limits, especially during high-volume calling periods

  • Consider this when planning your calling capacity

Configuration Steps

Step 1: Access the Integration

  1. Navigate to Settings → Integrations in your Amplemarket account

  2. In the Dialer section, locate Dialer connected via CRM

  3. Click Configure to begin setup

Note: Clicking "Configure" does not immediately start your integration. The integration remains disabled until you explicitly enable it.

Step 2: Map Call Dispositions

This is the most critical step in the configuration process. You must ensure exact one-to-one mapping between your external dialer's dispositions and Amplemarket's dispositions.

Understanding Default Dispositions

Amplemarket includes six default call dispositions that cannot be edited:

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Mapping External Dispositions

  1. Identify all call disposition strings used by your external dialer

  2. For each disposition, map it to the corresponding Amplemarket disposition

  3. Ensure exact matching (including capitalization, spaces, and special characters)

Example mappings:

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Important: Disposition Field Requirements

Call dispositions must be written to the Call Outcome field on the call task for Amplemarket to recognize them:

  • Salesforce: CallDisposition field on the call task

  • HubSpot: hs_call_disposition field in properties

Configure your dialer to write dispositions to the correct field. See your dialer's documentation for CRM call logging settings.

💡 Dispositions not syncing? See our troubleshooting guide for help

Creating Custom Dispositions

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For dispositions that don't match defaults:

  1. Click Add mapping

  2. Enter the disposition name exactly as it appears in your CRM

  3. Click Create new disposition

  4. Name the disposition (typically matching the external name)

  5. Select the appropriate action:

    • Mark contact as completed - Removes from sequence

    • Advance to the next sequence stage - Continues in sequence

Example custom dispositions:

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Setting a Fallback Disposition

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Configure a fallback for unrecognized dispositions:

  • Select a default disposition (e.g., "No Answer")

  • This handles any unmapped dispositions from your CRM

Step 3: Configure Users and Reports

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Select Users

  1. Use the dropdown to select users who need this integration

  2. Optionally enable Automatically create reports for new users

Note: If a user is grayed out in the dropdown, see our troubleshooting guide.

Understanding Report Generation

Amplemarket creates personalized reports for each user:

  • Lead report: [Username]_Lead_[Suffix]

  • Contact report: [Username]_Contact_[Suffix]

You can customize the suffix:

  • Default: "_AM Calls" (e.g., john_Contact_AM Calls)

  • Custom example: "_Amplemarket" (e.g., john_Contact_Amplemarket)

Step 4: Configure Advanced Settings

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Consolidate CRM Call Tasks

Default: Disabled

You may see multiple call tasks in your CRM for each call because both Amplemarket and your third-party dialer independently log activities.

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When enabled, Amplemarket will consolidate all three Call Tasks into a single record.

Nooks users have an alternative way to task consolidation -- see FAQ

Early Push Contacts

Default: Enabled
Recommended if: "Push All Contacts" is NOT already enabled in your CRM Push settings

This ensures contacts are pushed to your CRM before the first sequence step runs, which is essential when the first step is a call. If you already have "Push All Contacts" enabled in your main CRM integration settings, this setting is redundant.

Push Placeholder Emails

Default: Disabled

This setting creates placeholder emails for contacts without email addresses (e.g., 22731351abfbec506d3adebae03f6337@amplemarket-placeholder.com).

Configuration options:

  • Can be enabled globally in your main CRM integration settings

  • Can be enabled locally here just for contacts with call tasks

  • If enabled globally, the local setting is unnecessary

Consider the trade-off:

  • Enabling allows calling contacts without emails

  • Some CRM admins prefer not to have placeholder emails in their system

Step 5: Enable the Integration

  1. Review all settings

  2. Click Enable to activate

  3. Amplemarket immediately begins:

    • Pushing all due and overdue call tasks to your CRM

    • Creating reports for enabled users containing these tasks

    • Setting up sync mechanisms based on your CRM

Using the Integration with Your Dialer

Call Task Flow

  1. Due tasks are pushed from Amplemarket to your CRM

  2. Dialer accesses tasks via the CRM report/list

  3. Call placed and disposition selected in dialer

  4. Disposition syncs back to Amplemarket

  5. Sequence advances or terminates based on disposition actionr

Example: Orum Integration

  1. Open Orum connected to your CRM

  2. In the CRM integration section, look for the Amplemarket report

    (e.g., john_Contact_AM Calls)

  3. Use built-in filtering on any available fields like Sequence Name or Location

Salesforce vs. Hubspot: CRM-Specific Differences

While the integration works similarly for both CRMs, there are important differences to understand:

Call Dispositions

  • Salesforce: Dispositions are simple strings that you manually enter during setup. You must type each disposition exactly as it appears in your dialer.

  • HubSpot: Dispositions are objects that Amplemarket automatically loads from HubSpot. If you don't see the dispositions your dialer uses, add them in HubSpot first. See HubSpot's documentation on managing call outcomes.

Sync Timing

  • Salesforce: Uses periodic polling every 10 minutes. Call dispositions may take up to 10 minutes to appear in Amplemarket after completion.

  • HubSpot: Uses webhooks for near-instant updates. Call dispositions appear in Amplemarket almost immediately.

Report/List Control

  • Salesforce: Amplemarket will automatically add mapped fields like Sequence Name and Location into the SFDC Report.

  • HubSpot: You must manually configure field visibility in HubSpot List settings.

Field Visibility for Dialers

  • Salesforce + Orum: Smoothest experience

    • Report auto-populated with mapped Amplemarket fields

    • Orum automatically picks up all Contact/Lead fields from the report

  • Salesforce + Nooks: CRM fields need to be explicitly mapped into Nooks.

  • HubSpot + Any Dialer: Fields must be configured in HubSpot List settings.

Dialer Compatibility

This integration is extensively tested with Nooks and Orum. Other dialers can work if they meet these requirements:

  1. Call contacts from Salesforce reports or HubSpot lists

  2. Create call tasks in your CRM after calls

  3. Write dispositions to the Call Outcome field:

    • Salesforce: CallDisposition field

    • HubSpot: hs_call_disposition field

Without proper dispositions, Amplemarket cannot advance sequences based on call outcomes and will use your fallback disposition.

Testing Compatibility:

  1. Run a test call with your dialer

  2. Check the call task in your CRM

  3. Verify the disposition appears in the correct CRM field

  4. Check CRM integration logs for any errors (see our troubleshooting guide for details)

Best Practices

  1. Disposition Mapping: Document all disposition strings before starting configuration

  2. Test First: Start with a small batch to verify configuration, and check that the Contact & Call Tasks are correctly flowing to your CRM

  3. Monitor Sync: Plan your calling schedule around sync timing (10 minutes for Salesforce, near-instant for HubSpot)

  4. API Management: Avoid excessive Force Resync usage

  5. Field Mapping: Ensure all necessary fields (especially phone numbers and sequence name) are mapped in your CRM integration before enabling

FAQ & Troubleshooting