Consumer Cellular native Amazon Connect demo¶

Status: Current | Last reviewed: 2026-10-05

This deployment supports a live caller and human agent in Amazon Connect's native workspace. It contains answer-recommendation, manual-search, note-taking and case-summarization agents, plus native assistance orchestration. All customer, billing and device records are fictional. No Consumer Cellular system is connected.

Use the presenter guide for the call script. The existing TrueServe voice demo remains a separate experience.

Deployment¶

Account: 465572510980; Region: us-east-1; instance: dcc-dev-main-connect (9156b961-eb34-4d3a-92ad-f770d8f8b282).

Resource	Deployed value
Demo telephone	`+1 800-990-7974`
Target human agent	`erigolden@deloitte.com`
New inbound flow	`Consumer Cellular — Native Agent Assist`, `b312e40a-02e8-4985-8566-bbef62197a93`
New agent whisper	`ba210dbb-6502-4760-b705-8c5c3ea1983a`
Active assistant	`Self_Service_Domain`, `d11cb40a-8cd4-4d2f-8076-b935696b54db`
Knowledge base	`ts-insurance-knowledge-base`, `295a409a-4a6e-4c09-a7b2-b9f67d24ea65`
KB association	`e22641f7-2df5-49f3-9bdb-8cef1a0623eb`
Profile domain	`dcc-dev-main-connect-customer-profile-domain`
Margaret profile	`f977d6a5763a47ed8250a69d5abb3c5a`
Cases domain	`1b980248-9ff1-498a-b87f-4c07a7f002de`
Cases template	`Consumer Cellular — Customer support`, `01690f6e-fb24-4dc4-906a-03e0dad5a2d1`
Photo-message case, CC-1047	`c54aedb0-4a3f-377d-847a-47bd61002865`, initially open
Prior billing case, CC-0982	`f332b13c-5452-3169-bee9-c8ea4d7131b9`, initially closed

The assistant and knowledge base retain their original names. Both were unassociated with a Connect instance/assistant respectively, and the KB had no content before this deployment. It now contains eight telco demo articles. The earlier recovery link to trueserve-insuranceplus-q was removed; that insurance KB and its content were preserved. The telco KB also has its own WISDOM_KNOWLEDGE_BASE integration with the Connect instance. The original insurance KB's instance integration remains available for existing demos.

Four custom agents are selected at published version 1:

Type	Agent ID
Answer recommendation	`b02f1395-3c2a-4bff-bed9-327b4f6b6cb9`
Manual search	`ca5d29a0-70b8-4cef-9569-0fa6581d064a`
Note taking	`fcf617a8-11d6-4359-a595-e95e32cec5ee`
Case summarization	`82033c53-5add-45d6-817d-c660ab148fb7`

The assistance orchestrator copies AWS's built-in AgentAssistanceOrchestrator configuration, keeps its GenerateNotes tool, sets the Connect instance ARN and explicitly scopes retrieval to the demo KB association. Its version and selection are recorded in private native-agents.json (initial agent 83cfb04e-46f6-4bac-9926-779cac0ec219:1); the use case is Connect.AgentAssistance. Custom answer/summary prompts require evidence and distinguish proposed actions from completed actions.

All five agents have the dedicated Connect security profile Consumer Cellular AI assistance (93cd4fb8-ef36-4c0f-a3d8-002cf53bfaf0). Its permissions are Wisdom.View, Cases.View, CaseHistory.View and CustomerProfiles.View. These are Connect application permissions, separate from the service-linked IAM role. The profile grants no case mutations or infrastructure administration.

Call behavior¶

The inbound flow announces the synthetic demo and recording, enables Contact Lens real-time analytics, sets Margaret's fixture attributes, finds her native Customer Profile by _account, attaches a new assistant session, links the open photo-message case, plays an agent briefing and transfers to Erik's personal queue. The caller can dial from any phone: fixture selection is deliberately independent of ANI. This is demo behavior, not customer authentication.

If session creation or attachment fails, the flow sets cc_assist_status=unavailable and still attempts human transfer. cc_assist_status=ready means session attachment succeeded; it does not establish that every downstream AI feature worked.

Cases history contains explicit fictional scenario dates. AWS record creation timestamps remain real. The same photo-message case is reused by subsequent calls, so rehearsal edits persist.

Flow API details validated by AWS during publication:

Voice analytics uses AnalyticsModes=["RealTime"]; passing both RealTime and PostContact was rejected.
The recording block includes AnalyticsRedactionResults even with redaction disabled, and SummaryConfiguration.SummaryModes=["PostContact"].
Native GetCase links the contact to the fixture and requests the case ID, title and status.
ListFlowAssociations accepts ResourceType="VOICE_PHONE_NUMBER" even though this value was absent from the installed SDK's enum.

Provision and verify¶

See the bundle README. Provisioning scripts use boto3 with the selected AWS profile and check the account. They save ownership and rollback state in .local-data/connect-consumer-cellular-assist/, outside Git. No credential material belongs in the bundle or generated flow exports.

Scripts create or update only the resources recorded in their state. Preserve state for reruns; seeding does not reset a case that a presenter has subsequently edited. Flow publication checks AWS readback, rechecks the existing route before cutover, verifies the new route, and checks that other number routes are unchanged.

On 2026-10-05, AWS configuration readback verified the assistant association, published agent/prompt versions, eight active KB documents, native profile and case relationships, Contact Lens enablement, published flows and telephone route. Payment retrieval returned Margaret's correct source article. Five offline tests cover flow ordering, human routing after AI failure, profile/case consistency, stale-assistant exclusion and billing fixture consistency.

Live-call acceptance remains required. Administrator API reads do not prove the native service-role/browser path. Direct QueryAssistant probes requesting GENERATIVE_ANSWER or NOTES returned access denials; they do not establish whether native workspace invocation succeeds. NoteTaking instance enablement was not verified through a public API. Refresh the native console and run the presenter guide before treating all four features as demonstrated.

For orchestration diagnostics, use ListSpans with the assistant and session IDs. Inspect execute_tool spans and statusDescription before changing permissions. The initial standalone session test failed with Cannot execute tool 'Retrieve': ContactARN not found in session. It had no Connect contact attached. This explains that test's lookup failure; it does not establish a live-contact failure or permission defect.

An isolated chat subsequently ran the native flow successfully: Connect created and attached session 0671369b-0be1-4c11-a4cb-2e2c7709a267. After adding the AI security profile, a further native-flow check also succeeded at session creation. Its generation probe still returned MCP tool call for 'aws_service__qconnect_Retrieve' failed: Target entity not found. The cause of this remaining error is unresolved. The test had no assigned human agent; do not infer that the signed-in agent console will succeed or fail from this probe alone. AWS documents that assistance tool authorization combines AI-agent permissions with the human agent's session permissions. The unattended probe cannot validate that combined context.

scripts/smoke-test-runtime.py --apply reproduces the isolated chat diagnostic, requires websocket-client, and always attempts to stop the chat and archive its temporary flow. The latest result is native-runtime-smoke.json. Earlier diagnostic attempts also left archived test flows and one clearly labeled, completed synthetic task contact; no telephone routes or human-agent status were changed by these tests.

The human agent already has Wisdom.View, Cases and Customer Profiles permissions. If the console still references the deleted assistant, capture the new error and refresh the session; do not broaden the service-linked role without evidence. See assistant recovery.

Backups, shared flow and rollback¶

The original TakedaDemo flow (629dbe43-cf81-4631-b0f5-9f58d797cb50) was backed up before cutover. It also serves +1 866-955-2247, so it remains active for that number. The Consumer Cellular number now uses the new flow. Do not archive the shared flow until that remaining route is explicitly retired or migrated.

Private files:

original-phone-route.json: original phone metadata, full published flow and number/flow bindings.
original-flow-saved.json: original saved draft.
flow.json: replacement flow IDs and retained shared bindings.
assistant-before.json, assistant-associations-before-telco.json: pre-customization assistant and association configuration.
native-agents.json, customer.json: owned resource IDs and versions.
verification.json: latest deployment check result.

For phone rollback, verify the current route still matches flow.json, ensure the backed-up old flow remains active, then use AssociatePhoneNumberContactFlow with the phone ID and old flow ID from the backup. Re-read all bindings and restore the saved phone description if needed. This restores routing only; the original flow still references the deleted AI assistant and is not a recovery for that older demo's AI behavior.

For agent rollback, restore the desired selections from assistant-before.json with UpdateAssistantAIAgent; handle Connect.AgentAssistance separately using the recorded prior orchestrator list. Do not delete the new assistant association or shared resources as part of a telephone-only rollback.

Phase boundary¶

This phase installs no custom desktop or third-party application. The presenter uses native Cases comments, case updates, knowledge search and generated notes. No email, SMS, billing mutation, callback scheduling or handset operation is performed automatically. A later 3PA can add explicit demo actions and streamed recommendations while retaining the native workspace.