I was looking into this customer issue where they upgraded from Call manager 4.x to 7.x and almost all users on 7912 phone lost their speed dials.
I checked the phones and CCMUSER page and found that the dials where there but they are not able to access it.
Created a new Softkey template including “AbbrDial” at “off Hook” mode. Reset the phones and asked them to check.
Customer came back saying they cannot see “AbbrDial” Softkey. All settings in Call manager were fine but for some reason they were not able to see the Abbreviated Dial Softkey.
I checked the firmware for 7912 and it was CP7912080003SCCP070409A.
I decided to upgrade the firmware for 7912 to the latest one CP7912080004SCCP080108A. I loaded the new firmware, restarted TFTP, reset the phones and it all started working fine.
Later I came to know that it’s a kind of a bug that if you upgrade from CCM 4.x to 7.x then your 7912 phones will have issues in AbbrDial Softkey. If you come across this issue, upgrade the firmware and you will be good.