https://userapps.support.sap.com/sap/support/knowledge/en/3097324
3097324 - Modify the outbound service of an existig Custom Communication Scenario
The "new" and "edit" button is grey under inbound or outbound service tab of "Custom Communication Scenarios" application
outbound servicemodify
https://gandalfservices.com/
GandalfServices : Outsouce Inbound, Outbound Customer Service
inboundoutboundcustomerservice