Abstract: The characteristics of the Railway 12306 Call Center are large traffic, high urgency, multiple skills at telephone seats and a low call resolution rate. The common routing queuing model is random allocation according to skill group routing and response times and response time. In the 12306 application scenario, there would be unreasonable skill group routing and seat allocation. The customer's waiting time and service time are caused too long.This paper studied an optimized routing queuing model. In the process of routing, the skills grouping, seat skill list and call queue attribute were taken into account. During distribution, unresolved calls were combined with random allocation. Thereby the multiplex rate of multi skill seats and the same reception rate of the two calls were increased.Through the simulation test of Java simulation program, it is verified that the optimized model compared with the traditional model can effectively shorten the waiting time and service time of the customer.