Every device connected to a network has a unique identifier called an Internet Protocol (IP) address. An IP address consists of four numbers, each separated by a period. The numbers can be anything from 0 to 255. For example: 192.168. 4.10.
IP addresses are assigned to networks in blocks, or groups of consecutive addresses. A block is denoted by an IP address with a forward slash and a number at the end, such as in this example: 210.57.57.128/28. The number after the forward slash indicates the size of the block.
This method of denoting the size of IP address blocks is called Classless Inter-Domain Routing, or CIDR. In CIDR notation, the smaller the number after the slash, the larger the block. In the example range given previously, the /28 means that there are 16 IP addresses in that block.
Required IP Addresses and Blocks in CXone
CXone requires certain IP addresses and blocks to be allowed. This permits traffic to and from the associated applications and products.
The IP addresses that your organization is asked to open are required. Best practice is to open all required IP addresses and blocks.
The IP addresses and blocks correspond to data centers maintained by NICE CXone or partners such as AWS. These data centers are typically paired to support failover. Communication within the specified ranges must be allowed. If one or more ranges is missing, there is a risk of a network outage during failover events.
There are three categories of IP address ranges that are used in CXone. You may not need to use all of the categories. In CXone, IP address blocks are associated with:
- Inbound and outbound traffic on the CXone platform: Each CXone cluster has a unique list of IP addresses. To discover them, you need to know your cluster ID.
- IP Voice for Integrated Softphone: You only need to allow these ranges if your agents use this softphone application. The data center that these IP addresses are associated with are provided, along with the corresponding FQDNs.
- Phone numbers that CXone is named as the RespOrg for: You only need to allow these ranges if your organization has authorized CXone as the RespOrg
The organization that's responsible for maintaining the registration of toll-free phone numbers. for the toll-free numbers you use with CXone.
Discover Your Inbound and Outbound IP Addresses
The IP addresses you need to open to allow other inbound and outbound traffic are found paired with the FQDNs that you need to allow based on the cluster where your CXone system is located. When you know your cluster ID, use the Discover Connectivity Requirements online help wizard to find the required inbound and outbound IP addresses for your organization.
Discover Your Integrated Softphone IP Addresses
If your agents use Integrated Softphone to handle voice calls with contacts in CXone, you need to allow certain IP address blocks. These blocks are associated with data centers around the world. This allows communication across the globe, no matter where your contacts and your agents are located.
Use the Discover Connectivity Requirements online help wizard to find the list of required IP addresses for Integrated Softphone. There is a separate list if you are a FedRAMP customer.
Discover Your IP Voice Phone Number IP Addresses
If CXone is the RespOrg The organization that's responsible for maintaining the registration of toll-free phone numbers. for the toll-free numbers you use with CXone, you must allow the IP address blocks associated with your phone numbers. Being the RespOrg means that CXone manages those numbers on behalf of your organization.
Use the Discover Connectivity Requirements online help wizard to find the IP addresses required for your IP voice implementation.