CALL PROCESSING METHOD, DEVICE AND SYSTEM

摘要

The embodiment of the present invention provides a call processing method, device and system. The method includes the following steps: a call processing device obtains an identification information of a call qualification queue wherein the call access rate of the call qualification queue is less than the preset target access rate; the call processing device adjusts a first operation authority identification in the backup qualification queue corresponding to the identification information to a second operation authority identification, the first operation authority identification is the operation authority identification of the surplus idle operator of the backup qualification queue on the basis that the target access rate is guaranteed, the second operation authority identification is the identification of the operation authority which can process the call qualification queue. The embodiment of the present invention can dynamically adjust all of the call qualification queues on the premise that the target access rate of the backup qualification queue is guaranteed. Therefore, the embodiment of the present invention can sufficiently use the operators, and improve the service quality of all of the call qualification queues.