Amazon Connect MCP Server

An MCP (Model Context Protocol) server that enables AI assistants to interact with Amazon Connect contact centers. Built with FastMCP and boto3.

Features

• 88 Tools covering all major Amazon Connect services
• 91 Configuration Templates - Industry-specific templates for cases, views, routing, and more
• Multi-Region Support - List instances across all AWS regions
• Setup Wizard - Guided setup for new Connect instances
• Infrastructure as Code - Generate CloudFormation templates

MCP Capabilities

This server implements the full Model Context Protocol specification:

• Tools - 88 tools for interacting with Amazon Connect services (cases, contacts, analytics, AI, etc.)
• Prompts - Pre-configured prompts for common workflows like instance setup, case creation, and contact center configuration
• Resources - Access to 91+ configuration templates as contextual resources that can be attached to conversations
• Skills - Specialized capabilities including the Setup Wizard for guided instance configuration and IaC generation

Tool Categories

Category	Tools	Description
Core	9	Instance management, metrics, contacts, cases
Cases	17	Case templates, fields, layouts, domains
Contacts	8	Voice, chat, tasks, transfers, recording
Config	17	Flows, queues, routing profiles, users
Analytics	5	Metrics, evaluations, performance
Profiles	9	Customer profile management
Campaigns	10	Outbound campaign management
AI	8	Amazon Q in Connect integration
Templates	3	Template management
Wizard	2	Setup wizard and IaC generation

Template Categories

Category	Count	Description
Cases	20	Industry-specific case templates and layouts
Views	15	Agent workspace screen pops and disposition forms
Data Tables	8	Routing rules, SLAs, outage status, schedules
Routing	15	Hours of operation, queues, agent profiles
Evaluation Forms	6	Quality management scoring templates
Contact Flows	15	Industry-specific IVR and routing flows
Step-by-Step Guides	6	Agent workflow templates
Customer Profiles	5	Unified customer view layouts
IaC	1	CloudFormation templates

Prerequisites

AWS CLI & Credentials

1. Install the AWS CLI

2. Configure your credentials:

# If you don't have a profile yet, create one
aws configure --profile my-connect-profile

# You'll be prompted for:
# - AWS Access Key ID
# - AWS Secret Access Key  
# - Default region (e.g., us-east-1)
# - Output format (json)

3. Verify your setup:

# List available profiles
aws configure list-profiles

# Test connectivity
aws sts get-caller-identity --profile my-connect-profile

Your profile needs IAM permissions for Amazon Connect. See Amazon Connect required permissions.

Quick Start

Installation

# Clone the repository
git clone https://github.com/mundurragacl/amazon-connect-mcp.git
cd amazon-connect-mcp

# Create virtual environment
python3 -m venv .venv
source .venv/bin/activate

# Install
pip install -e .

Running the Server

# Local (stdio) - for Claude Desktop, Cursor, etc.
fastmcp run src/amazon_connect_mcp/server.py

# Or as a module
python -m amazon_connect_mcp.server

Cursor

Or manually add to .cursor/mcp.json:

{
  "mcpServers": {
    "amazon-connect": {
      "command": "python",
      "args": ["-m", "amazon_connect_mcp.server"],
      "env": {
        "AWS_PROFILE": "your-profile"
      }
    }
  }
}

Kiro CLI

Add to .kiro/settings/mcp.json (workspace) or ~/.kiro/settings/mcp.json (global):

{
  "mcpServers": {
    "amazon-connect": {
      "command": "python",
      "args": ["-m", "amazon_connect_mcp.server"],
      "env": {
        "AWS_PROFILE": "your-profile"
      }
    }
  }
}

For macOS with virtual environment, use the full path approach:

{
  "mcpServers": {
    "amazon-connect": {
      "command": "sh",
      "args": ["-c", "cd /path/to/amazon-connect-mcp && source .venv/bin/activate && python -m amazon_connect_mcp.server"],
      "env": {
        "AWS_PROFILE": "your-profile"
      }
    }
  }
}

Claude Desktop

Add to ~/Library/Application Support/Claude/claude_desktop_config.json:

Recommended (macOS/Linux):

{
  "mcpServers": {
    "amazon-connect": {
      "command": "/path/to/amazon-connect-mcp/.venv/bin/amazon-connect-mcp",
      "env": {
        "AWS_PROFILE": "your-profile"
      }
    }
  }
}

Alternative (if above doesn't work):

{
  "mcpServers": {
    "amazon-connect": {
      "command": "python",
      "args": ["-m", "amazon_connect_mcp.server"],
      "cwd": "/path/to/amazon-connect-mcp",
      "env": {
        "AWS_PROFILE": "your-profile"
      }
    }
  }
}

Usage Examples

List All Connect Instances

# Lists instances across all AWS regions
list_instances()

# Filter by region
list_instances(region="us-west-2")

Get Real-Time Metrics

get_current_metrics(instance_id="your-instance-id")

Create a Case

create_case(
    domain_id="your-domain-id",
    template_id="your-template-id",
    fields={"title": "Customer Issue", "priority": "High"}
)

Use Configuration Templates

# List available templates
template_list()

# Get a specific template
template_get(category="cases", name="general_support")

# Customize a template
template_customize(
    category="cases",
    name="billing_inquiry",
    overrides={"name": "Custom Billing Template"}
)

Setup Wizard

# Start guided setup
wizard_start_setup(
    use_case="ai_enhanced",  # basic, cases_enabled, ai_enhanced, full_enterprise
    instance_name="my-contact-center",
    region="us-east-1"
)

# Generate CloudFormation template
wizard_get_iac_template(
    use_case="basic",
    instance_name="my-cc",
    region="us-east-1"
)

MCP Capabilities Reference

This server provides the full Model Context Protocol specification with tools, prompts, resources, and skills.

Tools (88 Available)

Core operations for Amazon Connect management:

1. list_instances - List all Connect instances across AWS regions
2. describe_instance - Get detailed information about a specific instance
3. get_current_metrics - Retrieve real-time contact center metrics
4. create_case - Create a new customer support case
5. search_cases - Search cases with filters and sorting
6. cases_create_template - Create custom case templates
7. contacts_start_outbound_voice - Initiate outbound voice calls
8. config_create_queue - Create new contact queues
9. profiles_search - Search customer profiles
10. ai_query_assistant - Query Amazon Q in Connect for answers

Prompts (Workflow Guidance)

Pre-configured prompts for common workflows embedded in templates:

1. Instance Setup - Step-by-step guidance for new Connect instance configuration
2. Case Creation Workflow - Complete workflow from domain setup to case creation
3. Customer Profile Integration - Associate Customer Profiles with Connect instance
4. Queue Configuration - Create queues with hours of operation and routing
5. Agent Workspace Setup - Configure agent views and screen pops
6. Outbound Campaign Launch - Set up and start outbound calling campaigns
7. Contact Flow Design - Build IVR flows with proper error handling
8. Analytics Setup - Configure metrics collection and reporting
9. AI Integration - Enable Amazon Q in Connect with knowledge bases
10. Multi-Region Deployment - Deploy across multiple AWS regions

Resources (91+ Templates)

Configuration templates accessible as contextual resources:

1. Cases Templates - 20 industry-specific case templates (healthcare, finance, retail, etc.)
2. Agent Views - 15 screen pop and disposition form templates
3. Data Tables - 8 routing and configuration tables (holidays, SLAs, outages)
4. Hours of Operation - 6 schedule templates (24x7, business hours, healthcare)
5. Queue Configurations - Industry-specific queue setups
6. Routing Profiles - Agent skill-based routing templates
7. Contact Flows - 15 IVR flow templates by industry
8. Evaluation Forms - 6 quality management templates
9. Customer Profile Layouts - Unified customer view configurations
10. CloudFormation Templates - Infrastructure as Code for instance deployment

Skills (Specialized Capabilities)

Advanced capabilities for complex operations:

1. Setup Wizard - Guided instance setup with use case selection (basic, cases, AI, enterprise)
2. IaC Generator - Generate CloudFormation templates from configuration choices
3. Template Customizer - Customize templates with overrides and industry-specific fields
4. Layout Visualizer - Drag-and-drop interface for designing case layouts
5. Multi-Region Discovery - Automatically discover instances across all AWS regions
6. Domain Association - Properly sequence Customer Profiles and Cases integration
7. Workflow Validator - Validate configuration dependencies before deployment
8. Template Loader - Dynamic template loading with LLM guidance
9. Session Management - Region-aware session handling for API calls
10. Error Recovery - Automatic retry and fallback for common API errors

Available Templates

Cases Templates (Industry-Specific)

Industry	Template	Key Fields
General	general_support	Standard support case
General	billing_inquiry	Billing-specific with conditional fields
General	technical_support	Technical support with severity levels
Healthcare	healthcare_support	Patient ID, insurance, appointments
Financial Services	financial_services	Account, transactions, disputes
Insurance	insurance_claims	Policy, claims, adjusters
E-Commerce/Retail	ecommerce_support	Orders, returns, shipping
Telecommunications	telecom_support	Service, devices, outages
Travel/Hospitality	travel_hospitality	Reservations, loyalty, refunds
Technology/SaaS	technology_support	Products, bugs, integrations
Utilities	utilities_support	Service address, meters, outages

Cases Layouts

• general_support_layout - Standard Z-formation layout
• healthcare_layout - Patient-focused layout
• financial_services_layout - Account and transaction layout
• retail_ecommerce_layout - Order and shipping layout
• insurance_claims_layout - Policy and claims layout
• telecom_layout - Service and device layout
• travel_hospitality_layout - Reservation and booking layout
• technology_layout - Product and issue layout
• utilities_layout - Service address and meter layout

Agent Views (Industry-Specific)

Type	Template	Description
Screen Pop	screen_pop	Generic customer info display
Screen Pop	healthcare_screen_pop	Patient info with HIPAA compliance
Screen Pop	financial_screen_pop	Account overview with fraud alerts
Screen Pop	ecommerce_screen_pop	Order and shipping details
Screen Pop	telecom_screen_pop	Service and device info
Screen Pop	insurance_screen_pop	Policy and claims overview
Screen Pop	travel_screen_pop	Reservation details
Screen Pop	technology_screen_pop	Product and subscription info
Screen Pop	utilities_screen_pop	Service account with outage alerts
Disposition	call_disposition	Generic after-call work form
Disposition	healthcare_disposition	Healthcare-specific disposition
Disposition	ecommerce_disposition	E-commerce disposition with refunds
Disposition	financial_disposition	Financial services disposition
Form	case_creation_form	Case creation form
Selection	topic_selection	Contact reason selection cards

Data Tables

Template	Description
holiday_schedule	Holiday closures with custom messages
emergency_routing	Emergency routing overrides
sla_configuration	SLA rules by customer tier
skill_routing_rules	Skill-based routing configuration
geographic_routing	Location-based routing rules
outage_status	Real-time outage and incident tracking
healthcare_provider_directory	Healthcare department routing
product_support_matrix	Product-specific support routing

Routing Templates

Hours of Operation:

• business_hours - M-F 8am-5pm
• 24x7 - 24/7 operation
• healthcare_hours - Healthcare with on-call support
• financial_services_hours - Extended hours with 24/7 fraud line
• ecommerce_hours - Extended hours with peak season config
• utilities_24x7 - 24/7 with emergency prioritization

Queue Configurations:

• general_support - Standard queue config
• healthcare_queues - Healthcare department queues
• financial_queues - Banking queues with fraud priority
• ecommerce_queues - Retail queues with VIP support
• telecom_queues - Telecom service queues

Agent Routing Profiles:

• support_agent - General support agent profile
• healthcare_profiles - Healthcare agent profiles
• financial_profiles - Financial services profiles
• ecommerce_profiles - E-commerce agent profiles

Infrastructure as Code

• basic_instance.yaml - CloudFormation template for basic setup

Architecture

┌─────────────────────────────────────────────────────────┐
│           amazon-connect-mcp (86 Tools)                 │
│                                                         │
│  TIER 1 - Core (Always Available):                     │
│  ├── list_instances (multi-region)                     │
│  ├── describe_instance, list_queues                    │
│  ├── get_current_metrics, search_contacts              │
│  └── create_case, get_case, search_cases              │
│                                                         │
│  TIER 2 - Domain Tools:                                │
│  ├── cases_*      (16 tools)                           │
│  ├── contacts_*   (8 tools)                            │
│  ├── config_*     (17 tools)                           │
│  ├── analytics_*  (5 tools)                            │
│  ├── profiles_*   (8 tools)                            │
│  ├── campaigns_*  (10 tools)                           │
│  └── ai_*         (8 tools)                            │
│                                                         │
│  WIZARD & TEMPLATES:                                   │
│  ├── template_list, template_get, template_customize   │
│  └── wizard_start_setup, wizard_get_iac_template       │
└─────────────────────────────────────────────────────────┘

Documentation

• Amazon Connect API Features
• MCP Architecture Best Practices
• Templates & Views Research
• TODO: Templates Implementation

Development

# Install dev dependencies
pip install -e ".[dev]"

# Run tests
pytest

# Type checking
mypy src/

Requirements

• Python 3.12+
• AWS credentials with Amazon Connect permissions
• FastMCP 2.x
• boto3

License

MIT License - see LICENSE for details.

Contributing

Contributions welcome! Please read the contributing guidelines before submitting PRs.