Abstract:
A system and method for remotely managing a security area such as a safe deposit box repository providing ready access by a community of users includes one or more identity-confirmation steps, followed by granting permission to enter a first secure area. Within the first secure area, further identity-confirmation steps arc performed before access to a second secure area is remotely authorized. Inside the second secure area, the user unlocks one mechanism which secures his specific safe deposit box and, if implemented in the particular vault, a second portion is remotely unlocked, permitting the user access to his box. Egress involves replacing the user&#39;s safe deposit box into the assigned location, then exiting to the first secure area. After the door between the second and first secure areas closes, exit from the first secure area is permitted. Identity-confirmation steps may include cards, PINs, biometric tests, visual identification, or other suitable steps.

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS 
       [0001]    This application is a Continuation application of U.S. patent application Ser. No. 10/990,828, filed on Nov. 16, 2004, entitled “Business Method for Implementing an Automated Vault Machine,” which claims the benefit of and priority to U.S. Provisional Patent Application Ser. No. 60/578,336, filed Jun. 8, 2004, the disclosures of both of which are fully incorporated herein by reference for all purposes. 
     
    
     BACKGROUND OF THE INVENTION 
       [0002]    1. Field of the Invention 
         [0003]    The present invention, relates to provisioning and management of secure facilities, and more particularly relates to provisioning and management of automated, remotely monitored secure facilities. 
         [0004]    2. Description of Related Art 
         [0005]    Historically, safe deposit boxes have been maintained in secure vaults located at local bank branches. Access to these safe deposit boxes has been controlled by manual processes. Typically, access to a safe deposit box requires the participation of at least one staff member of the local bank branch. The bank staff member must approve access to the vault and assist in the opening of the safe deposit boxes within the vault. Typically, the safe deposit boxes have a variety of form-factors and are stored in secure, locked compartments on shelves in the vault. 
         [0006]    In a typical situation, a customer rents a safe deposit box from the local bank branch. In many implementations, the safe deposit box has two locks. The customer is issued a key unique to one of the locks, and the bank retains the key to the other lock. Only by using both keys can the safe deposit box can be extracted from its secure storage shelf in the vault for access by the customer. 
         [0007]    Because at least one staff member must be present, access to safe deposit boxes is generally restricted to bank opening hours. Because the vault is located at the local bank branch, the customer has limited choice in the geographical location of the safe deposit box. Hence, customer access to safe deposit boxes is subject to severe limitations, and involves significant labor. 
       SUMMARY OF THE INVENTION 
       [0008]    The present invention provides a novel business method and security system that eliminates many of the limitations traditionally associated with the provisioning of safe deposit boxes. The invention makes possible the location of safe deposit box facilities in locations which are geographically convenient to the customer and which provide the customer with substantially uninterrupted year-round access. Each of the secured vaults is remotely monitored at all times by security staff at a central location. In one exemplary implementation, security and safety of the customer&#39;s valuables are assured by a series of automated security checks, or zones, at the local facility, in combination with remote monitoring by trained security staff. In addition, the locking mechanisms traditionally opened by the bank in the prior art may be automated in the present invention. The automated local facility may thus be thought of as an automated vault machine, or AVM, and the remote security center, which may for example be regional, may be thought of as an RSC. 
         [0009]    Customer access to an individual safe deposit box may, for example, require one or more PIN type access checks as well as biometric checks, followed by visual confirmation by the RSC. In an exemplary arrangement, once the customer has satisfactorily completed each of the security checks, the RSC remotely releases the “bank” lock on the individual safe deposit box, thus allowing the customer access to his valuables. In some implementations, private rooms within the AVM may be provided to allow the customer privacy. Ingress to the rooms may be remotely controlled for additional security and privacy. 
         [0010]    In some embodiments of the invention, the RSC controls the operation and security of a plurality of geographically distributed AVMs. In a typical arrangement, RSCs arc operated by trained, screened security staff and the functions performed by the RSC security staff are scripted, monitored and recorded. RSCs are connected to AVMs using multiple, redundant secure data communications links such that failure of one or more communications links will not prevent the AVM from continued operation. 
         [0011]    The RSC monitors and controls security in all security zones through a plurality of access control means. The security staff at the RSC perform access control functions including visual monitoring of activities at the AVM, validation of forms of identification presented by a person seeking access, visual and biometric identification of the person seeking access, unlocking the doors of the AVM and unlocking the safe deposit box. The RSC security staff observe activities at AVMs through surveillance systems installed at the AVM. The surveillance systems include the access control systems, video cameras, transmitters and recorders and audio detection systems. Surveillance systems are located inside the AVM, outside the AVM and, in some embodiments, in the parking facilities associated with the AVM. 
         [0012]    In some embodiments, the RSC security staff operate an emergency management system that is activated when a security threat is detected. Security threats exist when circumstances, events or intruders threaten the safety of a customer, the contents of the safe deposit boxes or the AVM itself. Criminal or suspicious activity, health issues, accident, earthquake, flood, wind, inclement weather or other acts of nature give rise to security threats. The RSC security staff, subject to written procedures, may dispatch a combination of fire, police, private security and other emergency services as necessary to eliminate the security threat. 
         [0013]    In some embodiments, armed security staff may be dispatched upon request of a customer to escort the customer to and from the AVM. Alternatively, the armed security staff may be dispatched to guard the AVM while the customer is present in the vicinity of the AVM. In at least some of these inventions, armed escort and guard services are provided as a premium service in return for consideration from the customer. 
         [0014]    In at least some embodiments, the RSC is operated 24 hours per day, on every day of the year. Should an RSC primarily associated with a particular AVM be rendered inoperative, other RSCs may be configured to automatically assume the responsibility of monitoring and controlling the AVM. The RSC controls all access to the AVM. 
         [0015]    In an embodiment, the AVM includes a security system, a plurality of safe deposit boxes and a plurality of private rooms. The security system in the AVM combines components including, but not limited to, remote monitoring systems, physical security systems, access control systems, surveillance systems and emergency management systems. 
         [0016]    The AVM is physically secured from unauthorized access. The AVM is designed to resist forcible entry and limit entry to authorized customers and staff members. In at least some embodiments, to gain entry to the AVM an authorized customer must traverse a secured anteroom bounded by two doors that cannot be simultaneously open. The customer enters the secured anteroom from outside the AVM through an exterior door, closes the exterior door and passes through an interior door into the interior of the AVM. Then the customer must locate and open a safe deposit box. Each step of the process is subject to access control measures designed to prevent unauthorized access to the secured anteroom, interior of the AVM or the interior of the safe deposit box. 
         [0017]    In an exemplary embodiment, access control measures require a customer applying for entrance to the AVM to use a key card and access code to open the exterior security door and gain access to the enclosed secured anteroom. The interior door cannot be opened until the exterior door is closed and locked and the applicant has successfully responded to a security challenge. The security challenge may be a combination of signature analysis and any available biometric screening tests including, but not limited to, fingerprint analysis, iris scanning and analysis, a non-invasive DNA or blood typing analysis and face recognition. Additionally, entry to the interior of the AVM requires affirmative authorization by the RSC security staff following visual confirmation of the identity of the customer. 
         [0018]    After a customer has successfully passed to the interior of the AVM and the interior door has been closed and locked, the customer&#39;s safe deposit box can be accessed. The access control system identifies the location of the customer&#39;s safe deposit box using an electronic display system on the outside of the safe deposit box. The customer uses a key or enters a pass code to request that the safe deposit box be opened and, in implementations which include a second lock controlled by the facility operator, the RSC issues electronic commands to release the safe deposit box. Customers must restore the safe deposit box to its proper location, in a locked condition, in order to exit the AVM facility. Should a customer attempt to access another safe deposit box, an alert is sent to the RSC and a response is initiated appropriate to maintenance of the security of the facility and the other safe deposit box. 
         [0019]    The AVM security system provides surveillance of the interior and exterior of the AVM. Upon detection of a threat the security system or RSC personnel can dispatch law enforcement, private security, fire, paramedic, rescue or other services. The security system also supports display monitors within the AVM that permit customers to visually inspect the surrounding premises before exiting the AVM. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS  
         [0020]      FIG. 1  shows the floor plan of an embodiment of the AVM; 
           [0021]      FIG. 2  shows an AVM with parking facility; 
           [0022]      FIG. 3  shows an AVM parking facility with double-gated entry; 
           [0023]      FIG. 4  shows the structure of the network of AVMs and RSCs; 
           [0024]      FIG. 5  is a flowchart of the access protocol for AVM secured parking; 
           [0025]      FIG. 6  is a flowchart of the access protocol for an AVM; 
           [0026]      FIG. 7  is a flowchart of the access protocol for a safe deposit box; 
           [0027]      FIG. 8  is a flowchart of the AVM exit protocol; and 
           [0028]      FIG. 9  shows an exemplary database system used to manage a network of AVMs. 
       
    
    
     DETAILED DESCRIPTION OF THE INVENTION  
       [0029]    Referring to  FIG. 1 , one implementation of an AVM, indicated generally at  10 , is an enclosed structure  102  with a secured anteroom  12 , an interior storage vault  14  and private work, rooms  16 . Video surveillance cameras  18  are located so as to provide video images of the interior and exterior of the AVM  10 . 
         [0030]    Referring now to  FIG. 2 , the secured anteroom  12  controls access to the storage vault  14  of the AVM  10 . An exterior door  120  allows passage between the secured anteroom  12  and the exterior of the AVM. An interior door  122  allows passage between the secured anteroom  12  and the storage vault  14  within the AVM. A first security console  22  is located outside the AVM, adjacent to the exterior door  120 . The first security console  22  is equipped with an apparatus to identify customers by, for example, the use of a magnetic card reader and a keycode entry keypad. In at least some embodiments, including the latter example, the first security console  22  automatically opens the exterior door  120  upon verification of the validity of the magnetic card and keycode. 
         [0031]    After the exterior door  120  is opened, the customer enters the anteroom  12  and initiates an identification process at a second security console  28  by, for example, inserting a magnetic card into the second security console  28 . The exterior door  120  closes as the identification process begins. 
         [0032]    The second security console  28  permits biometric verification of the customer. Biometric verification includes, but is not limited to, retinal scan analysis. Raman spectroscopy, DNA validation, 2D or 3D video face or spatial recognition, 2D or 3D video full body or spatial recognition, 2D or 3D video partial body or spatial recognition, movement or gait recognition system, infrared recognition system, aura recognition system, electrical capacitance or other biometric current or resistance recognition system, voice recognition system, signature recognition system, pulse or EKG recognition system, weight recognition, hair pigment recognition, eye pigment recognition, other body pigment recognition, non-invasive tests (e.g. blood, sugar, insulin, triglycerides), breath test and saliva test. Upon satisfactory identity verification and visual inspection of the anteroom  12  by video surveillance cameras  18 , RSC staff remotely cause the opening of the interior door  122 . 
         [0033]    At least some embodiments of an AVM  10  incorporate a secured parking facility  20 . The secured parking facility  20  is surrounded by a fence or wall  202  and is monitored by video surveillance cameras  18 . Access to the secured parking facility  20  is provided through a remotely operated gate  26 , controlled by a third security console  24 . Customers obtain access to the AVM  10  through the secured parking facility  20  by, for example, inserting a magnetic card into the third security console  24  and validating information contained on the magnetic card at a remote RSC. 
         [0034]    Referring now to  FIG. 3 , an exemplary implementation is depicted in which the security of a secured parking facility  20  is enhanced by the inclusion of one or more additional access gates. In this embodiment, an AVM  10  is completely enclosed within the parking structure  20 . The parking structure  20  may be fanned from strengthened walls or fences. Interior areas of the parking structure  20  and exterior areas adjacent to the parking structure  20  are monitored by surveillance equipment such as video cameras, motion detectors, etc. Access to the secured parking facility  20  is provided through a remotely operated first gate  26  and controlled by the third security console  24  (see also,  FIG. 2 ). Having provided identifying information, the remote RSC validates the identifying information and opens the exterior gate  26  and the user passes into a vehicle holding area  260 . The exterior gate  26  closes and a fourth security console  240  may confirm the identity of the customer, monitor the vehicle holding area  260  or otherwise detect the presence of unauthorized persons in the vehicle holding area  260 . For example, staff at the remote RSC typically perform a visual inspection of the holding area before the customer may proceed to the AVM  10 . In some embodiments, the customer exits the vehicle and applies for entry at the AVM  10 . Upon the customer&#39;s return to the vehicle, in these embodiments, the RSC remotely opens a second gate  262  and the user exits the parking structure  20  through the second gate  262 . In some other embodiments, following identification at the fourth console  240 , a third gate  263  is opened by remote control by the RSC and the vehicle passes into the interior of the parking structure  20 . In the latter embodiment, the vehicle may exit the parking structure through a fourth gate  264 , through the vehicle holding area  260  or through a series of other gates (not shown) according to the security requirements of the AVM operator. 
         [0035]    In an exemplary embodiment, as shown in  FIG. 4 , the AVM  10  communicates with a primary RSC  30  over a primary data communications link  300  and a secondary communications link  302 . The primary data communications link  300  uses a first communications means for transmitting data and the secondary data communications link  302  uses a second communications means for transmitting data. The first and second communications means may be selected from a group that includes, but is not limited to, leased telecommunications lines, DSL, leased fiber optic, dedicated fiber optic, dialup modem, CATV, microwave, cellular, mesh wireless and satellite or any other suitably secure and reliable communications technology or service. 
         [0036]    In some embodiments, a tertiary data communications link  320  connects the AVM  10  with a secondary RSC  32  that serves as backup to the primary RSC  30 . The tertiary data communications link  320  uses any available data communications means including, but not limited to, leased telecommunications lines, DSL, leased fiber optic, dedicated fiber optic, dialup modem, CATV, microwave, cellular, mesh wireless and satellite or any other suitably secure and reliable communications technology or service. 
         [0037]    The primary RSC  30  is also directly connected to one or more secondary RSCs  32  by means of an inter-RSC data communications link  304  that permits coordination and detection of primary RSC  30  failure. The inter-RSC data communications link  304  uses any available data communications means including, but not limited to, leased telecommunications lines, DSL, leased fiber optic, dedicated fiber optic, dialup modem, CATV, microwave, cellular, mesh wireless and satellite or any other suitably secure and reliable communications technology or service. In the event that the primary RSC  30  fails or otherwise becomes unreachable, the backup RSC  32  attempts to establish command and control over the AVM  10 , using the tertiary data communications link  320 . If desired, security staff in the backup RSC  32  simultaneously attempt voice contact with the primary RSC  30  and, if necessary, dispatch technical or security services to the primary RSC  30 . 
         [0038]    Referring to the exemplary AVM  10  shown in  FIGS. 2 and 4  and the associated flowchart shown in  FIG. 5 , a customer seeking access to a secured parking facility  20  attached to an AVM  10 , provides identifying information such as a combination of keycard and keycode, as shown at step  400 , at an entry terminal  24 , located adjacent and exterior to the parking facility gate  26 . In some embodiments, the keycard and keycode are validated automatically at step  402  by reference to one or more databases that may be maintained at locations including an RSC  30 , at the AVM  10 , and commercial verification services. In other embodiments, the keycard and keycode may also be validated by security staff at the RSC  30 . Where the keycard or keycode is determined to be invalid at step  404 , the parking facility gate  26  remains closed and entrance is denied; otherwise, if the keycard and keycode are determined to be valid at step  406 , the parking facility gate  26  opens and the customer is permitted to enter the parking facility  20 . 
         [0039]    Referring now to  FIGS. 2 and 6 , the flowchart of  FIG. 6  shows the procedure followed by a customer seeking access to the AVM  10  in the exemplary embodiment of  FIG. 2 . The process begins at step  500 , when the customer enters a keycard and keycode at a first AVM security console  26 , located next to the AVM exterior door  120 . The keycard and keycode are validated by the RSC at step  502  and, if the keycard or keycode is not valid as shown at step  502 , the AVM exterior door  120  remains closed, entrance is denied and an identification escalation procedure is initiated, as shown in step  530 . The RSC manages the identification escalation procedure of step  530  and attempts to identify the cause of the identification failure. If the identification of step  502  is valid, the AVM exterior door  120  opens, as shown at step  504 . and the customer enters the AVM secured anteroom  12 . 
         [0040]    Next, at step  506 , the customer enters the keycard in a second security console  28  in the secured anteroom  12  and the AVM exterior door  120  closes at step  508 . If the door fails to close, as shown in step  510 , the escalation procedure of step  530  is initiated. Otherwise, when the security system determines that the AVM exterior door  120  is closed as shown at step  510 , the customers signature is obtained electronically at step  512  by the second security console  28 . The RSC determines, at step  514 , whether the signature is valid. If the signature is not valid, the RSC follows the escalation procedure as shown at step  530 . However, if the RSC validates the signature, the process advances to step  516 , where one or more biometric identification tests are performed. 
         [0041]    At step  518 , the RSC compares the biometric test results with archived validated examples of prior customer tests. The comparison is, in at least some embodiments, automated such that no human verification is required; however, manual verification may be used in some implementations. If the RSC determines that the new results are inconsistent with the prior examples, then the RSC follows the escalation procedure shown at step  530 . If the test results are consistent with the prior examples, then at step  520  a security staff member may observe the customer and the entire secured anteroom  12  through video cameras  18 . If the RSC security staff member is satisfied that the customer identity has been accurately confirmed, then the AVM interior door  122  is opened, as shown at step  522 . However, if the RSC security staff member is suspicious of the circumstances observed in the secured anteroom, then the RSC follows the escalation procedure of step  530 . 
         [0042]    Referring now to  FIGS. 2 and 7 , after a customer is admitted to the AVM vault  14  the customer locates his assigned safe deposit box and unlocks “his” lock as shown in step  600 . The RSC confirms, at step  602 , that the customer has unlocked the correct safe deposit box and subsequently, at step  604 , remotely unlocks the AVM-controlled second lock on that safe deposit box. In some embodiments, the AVM-controlled lock on each safe deposit box has associated therewith a unique unlock code, to ensure that only that safe deposit box is unlocked. If, as shown at step  606 , the customer attempts to unlock a safe deposit box other than one authorized, then the RSC follows the escalation procedure  530 , in which the RSC intervenes to redirect the customer or remove him from the vault, as appropriate. It will be appreciated that an AVM-controlled second lock may not be required in all implementations. 
         [0043]    With further reference to the exemplary embodiment of  FIG. 2 , in combination with  FIG. 8 , the exit process may be better understood. The process begins at step  700  when, for the illustrated implementation, the customer returns the safe deposit box to its assigned storage location. It will be appreciated that a removable box may not be provided in all instances. Instead, for example for larger boxes, the customer may gain access to his items simply by opening a door to his safe deposit box. Using either approach, at step  702  the customer locks the box in any manner appropriate for the customer&#39;s box and lock, for example by removing the key. Failure to return and lock the safe deposit box within a selected interval of time, as shown in step  704 , results in the initiation of an escalation procedure, shown in step  720 , that causes the RSC to intervene to secure the AVM  10  and its contents. Removal of the key, or other locking process, alerts the RSC, as shown at step  704 , causing the interior AVM door  122  to be opened. Then, at step  706 , the customer emerges from the vault area  14  into the secured anteroom  12  and waits while the interior door  122  closes, as shown at step  708 . When the interior door  122  is fully closed as shown at step  710 , the RSC opens the exterior AVM  120  door as shown at step  712 , and the customer exits the AVM. The exterior door of the AVM  120  closes as shown at step  714 . If the AVM includes a secured parking facility, the customer exits the parking structure gate  26  which typically opens automatically when a car approaches the exit from inside the parking structure  20 . In addition, video cameras  18  may be provided together with video monitors  19  inside the secure anteroom  12  or the vault  14  to permit the customer to observe the exit and the parking area to ensure that his egress from the facility is safe. 
         [0044]    In embodiments of the invention, security guards may provide on-site security at an AVM. Typically, the security guards are armed. In some of these embodiments, the security guards may be present at predetermined times. In at least some of these embodiments, the security guards are dispatched to provide security at the request of a customer. The security guards may also be engaged by customers as an escort to and from the AVM. Services of the security guards are typically provided under contractual arrangement between the customer and operators of the AVM and are typically presented as a premium service. 
         [0045]      FIG. 9  provides a representation of an exemplary system used to facilitate management of a network of AVMs. Typically, database  80  maintains management information and provides data used in controlling access to an AVM by a customer. The database may be constructed using any appropriate database management system (“DBMS”), typically a commercially available relational DBMS such as Oracle, IBM DB2 or Microsoft Access. In some embodiments the database  80  is formed by conjoining a plurality of databases of various origin, where each of the plurality of databases is used to manage a particular aspect of AVM system operational data. For example, accounting data may be maintained on a database designed for financial application while a custom Microsoft Access database may be used to track maintenance records for AVM security equipment. It will therefore be appreciated by those skilled in the art that the database  80  may be one or more databases, each maintained separately on the same or different servers or other systems. 
         [0046]    Middleware  81  is provided in the example to facilitate access to the database  80 . The middleware  81  is typically a combination of standards-based software and other software tools where the middleware  81  customized and adapted to secure the database  80  and provide advanced user authentication capabilities. For example, typical middleware  81  includes one or more SQL server components, applications to store, insert, delete, update and retrieve data from the database  80  and applications to translate data between financial and other applications, including web-based user interface tools. 
         [0047]    It will be appreciated that while the middleware  81  provides consistent, uniform methods of accessing the database  80 , software components other than the middleware may connect front end applications to the database  80  directly using a combination of proprietary and standards-based tools. Typically, the tools will implement industry standards including ODBC, RPC, WMI, SNMP and OLAP. Direct access of the database may be provided for performance, security, reporting, troubleshooting and other reasons. 
         [0048]    In an exemplary embodiment, a tier of application-specific software, indicated generally at  82 , operates on data obtained from operation of the network of AVM and from the database  80 . As described above, the middleware  81  facilitates access to the data obtained from the database  80 . Operational data is obtained from a variety of sources, including security systems (such as security consoles at AVMs), data entry systems provided for customer support and data entry systems operated by security staff located in regional security centers. 
         [0049]    Four application-specific software components are shown as part of the tier  82  in the simplified example of  FIG. 9 : Registration  820 , Account Management  821 , Financial Reporting and Management  822 , and IT Development and Maintenance  823 . It will be appreciated that each of the application-specific software components in the tier  82  may itself be multi-tiered, depending on the configuration of other application-specific software to manipulate and otherwise preprocess data and, in turn, to provide processed data to other software, for example to downstream application-specific software. The application-specific software  82  also communicates, in the exemplary arrangement shown in  FIG. 9 , with another tier of software, indicated generally at  83  and generally encompassing user-interface applications (for both the customer and the operator), which may include web based applications  830 , RSC and AVM console  831  and service center software  832 . 
         [0050]    In the example, registration software  820  processes new account requests. The registration software  820  automates a registration process by receiving registration requests from users through an Internet Web Application  830 , by operator entry using a telephone service center application  832 , or by any other suitable method. For example, the registration software  820  may also receive input from console software  831  when a new user first visits an AVM. Information typically gathered by the registration software  820  includes customer name and address, payment information (e.g. credit card information), one or more AVM locations from which customer desires service, type and quantity of safe deposit box, identity of additional persons authorized to use safe deposit box, service level authorized for additional persons (e.g. administrative, access only, box specific, site specific, etc.) and collection of authentication information such as temporary pass codes and responses to challenges (e.g. mother&#39;s maiden name, date of birth, etc.). 
         [0051]    During the customer&#39;s first visit to an AVM, the registration software  820  also collects baseline biometric data by directing the customer to use a biometric device at a console in the AVM. The baseline biometric data may be assumed to provide sufficient and accurate identification of the customer because, at the time of collection of this baseline biometric data, the new customer has yet to be granted access to a safe deposit box. Therefore, subsequent access to the new customer&#39;s safe deposit box will be granted only to a person whose biometric data matches the collected baseline biometric data. It will be appreciated, however, that alternative embodiments may require that a customer provide baseline biometric data at a designated collection station or that the customer provide access to certifiable biometric data collected by a third party. 
         [0052]    Additionally, the registration software  820  typically generates temporary pass codes and assigns a safe deposit box as required by the customer. Registration software  820  typically causes a registration packet to be transmitted to the customer by any combination of methods including postal service, courier, express package and Email. In the exemplary arrangement, the customer receives a cardkey as part of the registration packet. The customer is directed to visit the AVM and use the cardkey to complete the registration process. Use of the cardkey causes the registration software  820  and other application software to retrieve the customer&#39;s information from the database  80 . A staff member at an RSC is alerted to the presence of the new customer and, using video feed and various AVM consoles and associated software  831 , captures or updates customer information including passcodes, signatures, a baseline video image for identifying the customer and biometric information. 
         [0053]    In the exemplary embodiment, RSC console software  831  provides information used to assist RSC staff in controlling activity at an AVM. The RSC console software  831  typically receives keycard and other identifying information when a customer enters the AVM and obtains customer records, registration information and other data from various sources including the database  80  and application-specific software  82 . The RSC console software  831  assists the RSC staff to process the customer through functions including:
   selecting a preferred live camera feed,   watching for status of exterior and interior doors using RSC Console&#39;s computer monitor,   matching the customer&#39;s live video image to the stored baseline image,   obtaining and validating the customer&#39;s signature using a digital signature pad,   obtaining and validating biometric test results,   selecting and presenting appropriate security challenges,   opening and closing remotely-controlled doors,   verifying that the customer has opened a first lock on an appropriate safe deposit box, and   remotely opening a second lock on the appropriate safe deposit box.   In the exemplary embodiment, account management software  821  operates in conjunction with other application-specific software to maintain current profiles of each customer. Financial reporting and management  822  software provides business management functions, including accounting, billing and financial reporting. IT development and maintenance software  823  provides tools for technical support functions including upgrade, troubleshooting and testing of systems.   
 
         [0064]    The tier of user interface support software, indicated generally at  83 , provides functionality to support interaction between RSC stall and customers. As discussed above, these applications use identifying information to obtain information concerning an identified customer including records, account information, security information and identifying information. Customer service center software  832  provides information from the database  80  and from other applications that facilitates telephonic or web-based support of customers. 
         [0065]    Having fully described an exemplary embodiment of the invention as well as a number of alternatives, it will be apparent to those skilled in the art, given the teachings herein, that numerous alternatives and equivalents exist which are within the scope of the appended claims. As a result, the foregoing description is not intended to be limiting, and it is the applicants&#39; intent that they be accorded the full scope of the appended claims.