I'm working on a CTI adapter.  I'm having some difficulty creating custom buttons on the SoftPhone that work when in Service Cloud Console.

I've read Gautam's very useful blog at http://success.salesforce.com/ideaView?id=08730000000YKxYAAW, and for testing purposes I'm trying simply to get a custom button on the Softphone to create a new case.  I have the URL of my button set (without the pretty spacing) to:

    javascript:
    if (typeof(srcUp) == 'function')
    {
        alert('in console');
        srcUp('/500/e?isdtp=vw');
        alert('done');
    }
    else
    {
        alert('not in console');
        parent.frames.location.replace('/500/e');
    }

It almost works:

• When not in the Service Cloud Console, it works fine.  I get the "not in console" alert, and the new case panel comes up.
• When in the Service Cloud Console starting with viewing a list of cases, it doesn't work.  I get both the "in console" and "done" alerts, but nothing else.
• When in the Service Cloud Console starting with already viewing some other detail, it works in a strange way.  I get both the "in console" and "done" alerts, and the new case panel comes up in a tab alongside the details that I was already viewing.

What I want is for the button to have the same effect as if I had clicked the "New Case" button from the list of cases view.

I expect there's a simple answer to what I'm doing wrong, but I'm stuck for the moment.  Can anybody help, please?

Thanks,

James.