The application discloses an incoming call processing method and device and a terminal. The method comprises the following steps: after an incoming call of a user is received, acquiring at least one piece of feature information of the user according to the incoming call, wherein the feature information is information associated with menu items in an IVR (Interactive Voice Response) voice menu in history information of the user; calculating probability prediction values of the menu items associated with the acquired feature information according to a preset probability prediction model; and determining whether to skip menus of corresponding levels in the IVR voice menu according to the calculated probability prediction value, and skipping the incoming call to a service link indicated by a corresponding menu item. Through implementation of the application, a response operation of the user on the IVR voice menu can be reduced effectively, and the incoming call of the user is rapidly skipped to the service link indicated by the corresponding menu item in order to lower a customer effort score and the running cost of a calling center.