Users Getting Frozen Due to OAuth Token Security Enhancement – Salesforce Voice (formerly Service Cloud Voice) REST API

You are likely impacted if you meet one of the following criteria:

・User Symptom: Active Salesforce Voice users in your organization are unexpectedly and automatically changed to a "Frozen" status.

・ Log Error: Your AWS CloudWatch logs for the integration Lambda function return the following authentication failure response:

​JSON

{

 "error": "invalid_grant",

 "error_description": "authentication failure"

}

​

Steps to verify your AWS CloudWatch Logs:

To confirm if this specific security enhancement is causing the issue, check your Lambda function logs by following these steps:

1. Log in to your AWS Management Console.

2. In the search bar at the top, type "CloudWatch" and select it from the services list.

3. In the left-hand navigation pane, find and click "Log Management".

4. In the search bar, type "InvokeSalesforceRestApiFunction" to look for your specific Lambda function log group (typically named /aws/lambda/{YourCallCenterName}-InvokeSalesforceRestApiFunction).

​Open the log group and check if you see the same API response as above.

​For more detailed information on navigating and viewing your Lambda function logs, please refer to the AWS CloudWatch Logs Documentation.

https://docs.aws.amazon.com/lambda/latest/dg/monitoring-cloudwatchlogs-view.html