A call processing method based on desktop cloud technology, comprising: receiving, by a call control apparatus deployed on a cloud server, a processing request for a call, wherein the processing request is distributed by an automatic call distribution apparatus, and carries a media capability of the automatic call distribution apparatus and a media connection address of the automatic call distribution apparatus; performing, by the call control apparatus, media negotiation based on a media capability of an agent terminal connected to the cloud server and the media capability of the automatic call distribution apparatus, the call control apparatus is a virtual machine allocated by the cloud server to the agent terminal; and sending, by the call control apparatus, the media connection address of the automatic call distribution apparatus and a media negotiation result to the agent terminal; sending, by the call control apparatus, a media connection address of the agent terminal and the media negotiation result to the automatic call distribution apparatus; receiving, by the agent terminal, a media session request from the automatic call distribution apparatus, and establishing, by the automatic call distribution apparatus, after receiving a media session response from the agent terminal, a media session between the agent terminal and the automatic call distribution apparatus according to the media negotiation result, the media connection address of the agent terminal and the media connection address of the automatic call distribution apparatus; processing, by the agent terminal, a call distributed by the automatic call distribution apparatus by using the media session. receiving, by a call control apparatus deployed on a cloud server, a processing request for a call, wherein the processing request is distributed by an automatic call distribution apparatus, and carries a media capability of the automatic call distribution apparatus and a media connection address of the automatic call distribution apparatus; performing, by the call control apparatus, media negotiation based on a media capability of an agent terminal connected to the cloud server and the media capability of the automatic call distribution apparatus, the call control apparatus is a virtual machine allocated by the cloud server to the agent terminal; and sending, by the call control apparatus, the media connection address of the automatic call distribution apparatus and a media negotiation result to the agent terminal; sending, by the call control apparatus, a media connection address of the agent terminal and the media negotiation result to the automatic call distribution apparatus; receiving, by the agent terminal, a media session request from the automatic call distribution apparatus, and establishing, by the automatic call distribution apparatus, after receiving a media session response from the agent terminal, a media session between the agent terminal and the automatic call distribution apparatus according to the media negotiation result, the media connection address of the agent terminal and the media connection address of the automatic call distribution apparatus; processing, by the agent terminal, a call distributed by the automatic call distribution apparatus by using the media session.