The present invention provides a call processing method and a device. The call processing method includes: receiving, by a customized alerting tone server, a call request sent by a calling terminal, and forwarding the call request to a called terminal; receiving a called terminal ringing message, and playing a customized alerting tone audio stream and a customized alerting tone video stream to the calling terminal; receiving a called terminal message indicating that a called user answers a call, and performing call media resource negotiation and customized alerting tone video resource negotiation with the calling terminal; and stopping playing the customized alerting tone audio stream to the calling terminal, and playing the customized alerting tone video stream to the calling terminal. The customized alerting tone continuous playing solution of the present invention enriches user experience and improves network usage.