From Bright Pattern Documentation
Receiving a call
When a call is made to an agent directly or offered to an agent via an ACD queue, the following events would be raised (in the specified order):
public event ItemArrivedCallback itemArrivedCallback; public event CallOfferedCallback callOfferedCallback;
Your application can use itemArrivedCallback to create a new item in its active communications list (ACL), while callOfferedCallback, which offers more information about the call (e.g. remote name and number), should be used to update the application about the call. The itemId property in the Call object can be used to find the ACL item by the id property in the Item object.
When the user answers and the call is connected, the following event will be raised:
public event CallConnectedCallback callConnectedCallback;