Is the time zone in the Day of Week and Time of Day checks in your script correct? They're set to America/New York. In 1010-Auto/Open/Close Switch if step, there's a Get XML Document Data step to check what I guess is a doc that holds a status for the office or queue. I see in the Switch String step there's a Force Open option that if true sends the call to your 3000-Greeting and Banner If step. Does that XML document have a Force Open value that would send callers to that 3000-... step? Since that 3000-... step is after your DOW and TOD checks, that may be something to look at.
