CXone Mpower System Email

This page explains the different types of emails you might be sending or receiving with CXone Mpower. It also includes any suggested or required server configurations to ensure your email functions as expected.

You may need to work with your IT group to configure the settings below.

Types of Email

Depending on your CXone Mpower setup, you may have three types of emails:

ACD Channel Email: This is a channel through which your agents interact with contacts, like voice or chat channels. You can read more about this type of email channel in the ACD channels section of this site. CXone Mpower sends and receives these emails through two possible email systems, depending on your email domain The part of an email address after the “@” symbol. Usually the name of the organization that owns the address and the same as the domain name. verification status. If your email domain is verified in Amazon SES, your channels email traffic goes through SES. If your email domain is unverified, traffic goes through a separate email system. Depending on where your email traffic runs, you may need to update your domain's SPF records.
System Email: These emails are sent to your users from the CXone Mpower platform (for example, password reset notifications, chat transcripts, reports, and so forth). If you want to ensure that your email system does not block these emails, you can add the IPs to your organization's email server allow list. NiCE is implementing domain-based message authentication, reporting, and conformance (DMARC DMARC stands for Domain-based Message Authentication, Reporting, and Conformance. It's an email security protocol that helps prevent email spoofing, a tactic where attackers send emails pretending to be from a trusted domain.) for these emails. This is an additional security layer for these emails. Therefore you may also need to allow a particular NiCE email domain.
Integrated Product Email: If you've integrated products with CXone Mpower like Engage QM Integrated or IEX WFM Integrated, you can receive emails from the integrated products. These emails could contain reports, password reset emails for the integrated product, or recordings. They are sent from a separate email system, not SES. If you want to ensure that your email system does not block these emails, you can add the IPs to your organization's email server allow list.

Email Server Allow List

To receive system emails like chat transcripts, password resets, and reports, you can add the following IPs and email domains to your email server's allow list.

Select the tab for your CXone Mpower region.

North America

NA1:

207.166.95.11
207.166.92.11
54.240.86.63
54.240.86.64
54.240.62.75
54.240.86.13
54.240.86.14

NA2: (FedRAMP Moderate)

52.6.44.126
52.207.153.36
54.240.76.50
54.240.76.51
54.240.70.122
54.240.70.123
@notify.nicecxone-gov.com

Australia

13.210.152.254
54.153.190.82
69.169.235.170
69.169.235.171
69.169.235.162
69.169.235.163
@notify.nicecxone-sov1.au (only for AU sovereign cloud configurations)

Canada

35.183.152.216
3.96.245.185
23.249.209.23
23.249.209.24
23.249.209.180
23.249.209.181

Europe

216.20.244.25
216.20.248.25
69.169.228.209
69.169.228.210
69.169.228.185
69.169.228.186
3.73.46.42
18.193.197.37

Japan

54.168.59.186
18.176.237.104
23.251.235.248
23.251.235.249
76.223.182.98
76.223.182.99

United Kingdom

52.56.74.209
18.132.96.228
23.249.219.24
23.249.219.25
76.223.183.5
76.223.183.6

SPF Records

If you're using the CXone Mpower email channel and your email domain is unverified, you may need to allow CXone Mpower to send emails on your behalf. You can do so by updating or adding SPF records to your email domain. These records may contain IP addresses of the CXone Mpower mail servers.

Select the tab for your CXone Mpower region and add the listed IPs to your SPF records.